Vox populi, vox Dei  is a concept that goes back a millennium, perhaps longer.  “The voice of the people is the voice of God.”   Monolithic companies are still too big to fail (except failing to offer even minimal customer service), but the future belongs to brands that resonate and communicate with their customers.  That reach…

Decades ago, Holiday Inn promoted itself with the line, “The best surprise is no surprise.” Meaning:  No matter where you travelled, your hotel would provide the very, very same combination of location, room size, pricing, amenities. Dayton, Ohio or Decatur, Alabama.  Quad Cities or Salt Lake City. Portland, Oregon or Portland Maine.  All the same,…