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Episode 1785:

Margo Aaron uses a chance encounter with an apathetic Starbucks barista to show how employee disengagement can quietly sabotage even the most admired brands. She explains that half of a brand’s power comes not from marketing messages but from every customer interaction, making passion and cultural alignment critical for trust and loyalty.

Read along with the original article(s) here: https://www.thatseemsimportant.com/marketing/not-marketing-department-ruining-your-marketing/

Quotes to ponder:

"Only 50% of your brand is what you tell people in ads and marketing collateral. The other 50% is their subjective experience with your company."

"Apathy is a silent killer."

"$30 million dollars in marketing spend can’t fix what she’s doing to your brand."

Episode references:

Onward: https://www.amazon.com/Onward-How-Starbucks-Fought-without/dp/1605292885

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