Hi, this is Greg. Look for my book The Agile Brand on Amazon or on my website at the

agile.world.

Welcome back to the Agile World Podcast. This is Greg Kilstrom.

The last few episodes I've been talking about

how to create an Agile brand.

I've gone through a few different aspects of this,

starting with understanding that change is the only constant.

That those brands that don't embrace this, that don't ready themselves,

that aren't thinking ahead, are going to be left behind if they haven't been already.

In the next episode, I talked about identifying when evolutionary versus revolutionary processes are needed.

When sometimes small changes, small optimizations can make a big difference, versus small about making adaptivity and collaboration part of your culture.

This means really adapting and adopting an agile process from within.

Changing an organization to embrace change and be more collaborative, adopt agile processes, not just in a department or two, but really across the entire organization.

In the last episode, I talked about how it's not

just about channels and mediums and tactics but brands really need to think about a holistic

customer experience and how in the case of Chick-fil-A, a few words

made a huge difference, saying please, thank you and my pleasure, actually gave them four times the sales of one of their big

competitors. In this episode I'm going to talk about the last aspect of

creating an agile brand listening to not talking at customers. A few episodes ago I talked

about a financial client of mine that chose not to be on social media because they really didn't want to be, they didn't really want their customers to talk bad about them.

My advice to them, of course, was that people are probably already talking bad about them if they're upset.

But this organization just wouldn't be able to respond or wouldn't be able to really participate

...