The Echo

Shep Hyken | October 20, 2022

By Shep Hyken There are many definitions of the term brand. One of my favorites is this: A brand is a promised delivered.  Is what you’re known for delivered consistently? Consider Ace Hardware, whose brand promise is The Helpful Hardware Place. When you visit an Ace Hardware store, do they keep their promise? Are they helpful? Based on all their awards and the comments from happy customers posted on social channels, they deliver.   Those comments and awards are what I refer to as The Echo. As you “shout” your brand promise, the feedback you get in return is the echo. And you want that echo to reflect your words.   ...