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A brand is a person’s emotional response to a product, service or company. It exists in the minds of the customers. Trust is its foundation, and customers trust a brand when their experiences of it repeatedly match or exceed their expectations.
Each and every employee is entrusted with the reputation of a company’s brand. It is through them that customers experience the brand – and that experience either enhances or damages it.
It depends entirely on the quality of service the customers receive.