How Operations Impacts Branding

What would your perception be of these brands if… Kleenex tissues fell apart? Folgers really wasn’t the best part of waking up? Customer service at Chic-fil-A wasn’t excellent? Verizon didn’t let you hear me now? Maytag’s repairman was always busy instead of waiting for work? You weren’t in good hands with Allstate? Each of these […]