While brands are doing backflips to garner customer loyalty, could it be that the consuming public has reached a point where the collective noise of brand-song has become so deafening that it ceases to register? Or that many of the products in our lives are so commoditized that the customer/product relationship is all but irrelevant?
Are we moving toward a post-brand world?
What would this mean for companies? For starters, a focus on treatment of customers–service, support, retail experience–becomes paramount if a brand wants to create actual relationships with its customers. The brand is no longer just the product–it is the experience of interacting with the company that makes the product.
Strike Anywhere 