Report: In-N-Out the Most ‘Human’ Restaurant Brand
By Brian Wheelis • September 30, 2013
The report asserts that brand-building today can no longer be led by messaging and advertising alone, but rather requires both “story” and “experience” to work together to drive brand favorability. Key characteristics among Human Era brand leaders are that they: have a deep cultural trait of customer empathy; talk and act like people; are open, real, and even flawed; aren’t boring; care intensely about the little things; and empower individuals to be the brand.