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When a company owns one precise thought in the consumer's mind, it sets the context for everything and there should be no distinction between brand, product, service and experience.

Customers don't just want to shop: they want to feel that the brand understands them.

Going forward, we are mindful of the challenges we face in the competitive retail landscape, but we have demonstrated that our concept of building compelling brands that focus on the customers' lifestyles can produce superior results. We will not waver from that concept.

If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.

The aim of marketing is to know and understand the customer so well the product or service fits him and sells itself.

I don't think of myself as a brand. Branding to me feels like a position or identity that's frozen in time. I'm more interested in transitions.

Your brand is your public identity, what you're trusted for. And for your brand to endure, it has to be tested, redefined, managed, and expanded as markets evolve. Brands either learn or disappear.

It ought to be self-evident common sense that service is important to sales. But it's not.

The way customers relate to brands and how profit is generated has changed so dramatically almost every professional is being challenged to reconsider what they do in order to stay relevant.