Over time brands can drift off course for all kinds of reasons. Good brands are able to recognize this and address it head on. Several years ago Starbucks began to lose its edge, losing ground to the competition. To their credit the company called a time out for a corporate re-education, as expressed in the NY Times was an article called Starbucks Takes a 3-Hour Coffee Break. This was a gutsy move; however, it spoke volumes about the connection between leadership, culture and the consumer experience.
Good brands are vigilant, they pay attention to feedback and they ensure their employees are empowered to deliver on the brand promise.
What does your logo say about you? How would your customer answer the question?