November 5, 2010

Customer Empowerment: Are you in control of your brand? (or is your brand a public property)

The US retailer GAP experienced a public outcry that reminded me the good old New Coke case. The redesign of the GAP logo caused a storm of protest of customers / fans in Twitter and Facebook forcing the management to recall its decision and reintroduce the old logo again. The full story. Specially interesting for those who still doubt that the customer is now in control.
With my thanks to Allen Westra for sending me the link.