“We have to strike the right balance between being in touch and being in control. The irony is, the more in control we are, the more out of touch we become.”
A.G. Lafley, Procter & Gamble, on brand management. He actually said this already in 2006 which just makes it all the more true.
We had a lot of these discussions at Levi’s, my stance being that strong brands only get stronger by facilitating that consumers can talk about it (the brand) and say anything they want, rather than constantly saying ‘look at me, I’m a great brand and don’t you dare say anything different’ which, honestly, just comes across as desperate.