At the same time, AOL began to falter, losing first Energized
Differentiation, then Relevance and Esteem. For a while,
AOL’s Knowledge remained high, but with declining Relevance,
eroding Differentation and less Esteem, consumers began to
lose interest until finally, AOL’s Knowledge pillar followed the
other pillars and began to decline. Figure 9-17 displays the
sharp contrast in brand development between the two.