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“I have spent years talking with brand fans; from obsessed Harley Davidson riders to young Japanese Hello Kitty admirers (one of whom, incidentally, owns more than 12,000 pieces of Hello Kitty merchandise), to devoted Irish Guinness beer drinkers. I’ve, time after time, been struck by the apparent parallels between the power of religion and of brands over followers. But, in reality, would such a claim possibly hold up? Is it possible that some brands have managed to create their own religion by, coincidently or deliberately, adopting triggers and tactics from the world of religion? The question became an obsession for me.”

"Businesses built to operate in the Networked World are as different from the Industrial Age models as a computer is from a multi-plane camera. Networked organizations are more biological than industrial. They resemble their employees more than their employees resemble them. They are highly adaptive, mobile, open, sensitive to their environment, and ultra-responsive. They continuously evolve, nurtured by a steady stream of intelligent input from inside and outside the organization. In a networked organization, where good ideas originate is not half as important as how–-and how frequently—those good ideas become reality. Good managers don’t try to control their brand’s narrative but, rather, to foster an environment in which it can be liberated, expanded and unleashed across networks. The emphasis is not on following a script, but on improvisation."