Epidemics of "bad" voice can kill your reputation overnight.

A curious mind armed with skill, experience, knowledge, and patterns can give birth to big brand revolution.

Get out of the office. Roam the frontline. Be observant. Hold your people accountable for creating the new narrative, a new story, in which your customers are the most important "characters". Because, you know, they really are.

People need to be inspired. They need to hear and believe a story. If you want them to be self-motivated, you need to engage them.

Find out what schismogenesis means. Schismogenesis is anthropology. It says relationships between people are not stable. They are either moving up or moving down. The same is true for brands. You need to understand where you are.

The Golden Rule works. It really does. Treat people the way you want to be treated. Kindness begets kindness.

Completely understand the customer by seeking an intense, complete and empathetic understanding.