Introduction
When a business finds its voice
At some point an entrepreneur stops seeing the company only as a source of results. They see in it a character, a history and an idea that can carry on into the future.
A strong brand speaks to people even when advertising falls silent. It is recognised by its attitude to quality, its atmosphere, its service and the feeling a customer keeps after every encounter.
This book was born from twenty-five years of practice, decisions, mistakes, observations in different countries and a wish to help other entrepreneurs.
“The customer doesn’t depend on us. We depend on the customer.”


