Lead Both Brands: Your Company’s and Your Own

If you’re in the CEO chair, you’re carrying two brands at once: your corporate brand and your personal one. And they’re inseparable.

What you say, post, or endorse can strengthen trust or shake it overnight. Cult Branding teaches us the principle of Openness, be intentional and consistent with your values across both brands.

Do this:

  1. Align your narratives. Your personal voice should reinforce your corporate promise.
  2. Have a crisis ritual. Be ready with a values-driven, consistent response before you need it.
  3. Build a loyal community now. When you have true Brand Lovers, they’ll defend you before you even speak.

Your personal presence should be an asset that amplifies trust in your company, not a risk that undermines it.

Get Your C-Suite Telling One Story

The customer doesn’t care about your org chart. They don’t separate the “marketing experience” from the “operations experience.” It’s all the brand experience.

The most effective CEOs I know break down turf wars and get the C-suite aligned around a single narrative.

Here’s how:

  1. Create a Brand Council. Bring every major function into one regular meeting focused on the customer experience.
  2. Speak their language. Show finance how loyalty impacts CAC, HR how it boosts retention, ops how it drives efficiency.
  3. Share credit. Make wins collective, so every leader has a stake in brand health.

When the C-suite is united, the marketplace feels the confidence — and customers respond.

Make AI About Humans, Not Just Data

AI is everywhere in the CEO conversation. The mistake I see? Treating AI like a cost-cutting tool rather than a connection-deepening tool.

The cult brands don’t bolt technology onto an old culture; they integrate it to make the customer feel known and valued. Top brands used data to understand riding habits, not just inventory needs. That’s how you create loyalty at scale.

Three moves I recommend:

  1. Break down silos. Put marketing, ops, and IT in the same room to design customer experiences together.
  2. Use AI for personalization. Make interactions feel like you’ve been listening all along.
  3. Build digital rituals. Create predictable, shareable moments that customers look forward to, like holidays.

AI is only as valuable as the emotional connection it amplifies.

Stop Letting the Quarter Dictate Your Brand’s Future

If you’re a CEO, you already know the quarterly game can trap you. I’ve watched too many leaders mortgage their brand’s long-term equity to please the market in the short term. That’s a slow path to irrelevance.

Brands that last, such as Apple and Patagonia, resist that pull. They know the real power is in earning customers for life, not just for this quarter.

Here’s my advice:

  1. Audit the emotional side of your brand. Know exactly what you mean to your most profitable customers.
  2. Identify your Brand Lovers. The top 20% who generate most of your profit and advocacy.
  3. Redesign your KPIs. Track loyalty metrics, including Net Promoter Score and engagement rates, alongside your financials.

If you keep sacrificing loyalty for quick wins, you’re training the market to treat you as a commodity. Shift the focus, and you’ll find your short-term numbers actually get stronger.

It’s All in the Recovery: Branding Lessons from Billy Joel

“I once asked a truly great chef how he got to be so good. He said, ‘It’s all in the recovery. How you correct your mistakes.’”
—Billy Joel, And So It Goes

There’s a quiet brilliance in that quote from Billy Joel’s new documentary. It’s not about perfection, it’s about resilience. About owning the moment after the moment goes wrong. For great chefs, artists, and yes, great brands, what separates the average from the exceptional is how they respond when things don’t go as planned.

In the Cult Branding Workbook, we discuss the critical difference between brands people like and those they love. That difference often reveals itself in how a brand recovers, how it listens, how it adjusts, and how it honors the relationship with its most loyal customers.

Mistakes Are Human. Recovery Is Emotional

All brands make mistakes. A product flop. A tone-deaf campaign. A change that alienates your best customers. It’s easy to freeze, deflect, or overcorrect in those moments. But Cult Brands lean into the opportunity instead.

Why? Because recovery is one of the most intimate acts a brand can perform. It says, “We see you. We hear you. You matter.”

Netflix has misfired on pricing and programming decisions more than once, but the speed and clarity of its recovery often deepen loyalty. Apple has walked back design changes, not out of fear, but because listening to its core users is part of the brand’s DNA. These aren’t signs of weakness. They’re signals of trust.

The Cult Branding Rule of Contribution

In the Cult Branding framework, recovery aligns with the Golden Rule of Contribution: Cult Brands always give back. Owning a mistake and making it right is a powerful way of giving back to your Brand Lovers. It shows humility. It shows strength. And it builds something that can’t be bought: credibility.

Customers don’t expect perfection. But they remember how you made them feel when things went wrong.

Leadership in the Recovery Moment

As Billy Joel reminds us, recovery is a craft. It takes intention. It takes humility. And it takes leadership.

Ask yourself:

  • When something goes wrong in your customer experience, do you have a system for turning it into a deeper connection?
  • Is your internal team empowered to make things right in real-time?
  • Do you know what “recovery” looks like from your Brand Lover’s perspective?

True brand loyalty isn’t built in the launch moment. It’s built in recovery.

The Art of Being Human

Billy Joel’s story isn’t just a music story; it’s a human story. And Cult Branding is, at its core, a human-centered strategy. Your customers don’t need you to be flawless. They need you to be real. And when you fall short, they need to know you care enough to get it right.

That’s where loyalty lives. So the next time your brand faces a misstep, don’t panic. Recover well. Because, as Billy said, that’s where the magic is.

3 Strategies for When You Feel Life Has Lost Meaning

Reclaim the Inner Child
Play. Create. Touch the parts of you untouched by judgment. Life becomes dull when you abandon the one who still dreams. Pick up a brush, a journal, a guitar, anything that brings wonder back to your fingertips.

Confront the Shadow
Don’t look away. Turn inward. Face the parts of you you’d rather ignore. The sadness, the boredom, the anger. Invite them in. Let them speak. In the dark lies the key to meaning. You are not whole without your shadow.

Choose Becoming
You are not a fixed self. You are a process. Movement. Potential. Viktor Frankl said meaning is something we make, not something we find. So make it. Choose the next right thing. Help someone. Build something. Love fiercely.

Meaning isn’t given.

It’s forged.

In play. In shadow.

In becoming.

Discovering Your Brand Lover: The Shortcut to Loyalty, Clarity, and Growth

Many brands chase growth by casting the widest possible net. More impressions. More clicks. More eyeballs. But in the race for reach, they often miss the people who matter most—their Brand Lovers.

From The Cult Branding Workbook:

“The sole purpose of business is to create a customer.”


But not just any customer—a customer who loves you.

Who Is a Brand Lover?

Your Brand Lover is your most passionate customer.
They buy more often.
They stay longer.
They forgive your mistakes.
And most importantly, they tell others.

They don’t need to be convinced—they’re already convinced. Their enthusiasm turns them into unpaid marketers, internal motivators, and walking billboards. They’re not just customers. They’re your community.

And yet, most businesses overlook them in favor of “target markets” and generic personas. They trade resonance for reach.

Why Brand Lovers Matter More Than Market Share

When you discover your Brand Lover, everything gets easier:

  • Marketing becomes sharper because you know who you’re talking to.
  • Innovation becomes focused because you stop guessing what matters.
  • Brand culture becomes clearer because your team rallies around a shared purpose.

You stop trying to be everything to everyone—and start becoming essential to someone.

Ulta Knows Their Brand Lover

Take Ulta Beauty. They don’t chase every beauty trend. They know their Brand Lover is diverse, exploratory, and values both play and practicality. Ulta has built a business that welcomes beauty lovers at every stage—teen experimenters, working moms, skincare obsessives.

Instead of trying to be Sephora, Ulta leans into community, accessibility, and joy. The result? One of the most loyal customer bases in the industry.

That’s the power of knowing who you’re really building for.

How to Discover Yours

Start by asking:

  • Who is already obsessed with us?
  • What do they say when they recommend us to a friend?
  • What emotional need are we actually fulfilling?
  • What do they love—not just like—about us?

You’re not looking for broad averages. You’re looking for patterns of passion.

Don’t Build for the Crowd. Build for the Lover.

Most brands are terrified of alienating anyone.
Cult Brands focus on being irreplaceable to someone.

When you discover and commit to your Brand Lover, you don’t just get loyalty—you get clarity. The kind of clarity that shapes decisions, fuels innovation, and creates lasting impact.You don’t need to be loved by everyone.

You just need to be loved deeply by the right ones.

The Loyalty Multiplier: Why Openness Builds Unshakable Brands

Most companies chase the “ideal customer.” They build entire campaigns around demographic precision, age ranges, income brackets, and buyer personas. But Cult Brands do the opposite.

They don’t narrow their audience.
They open their arms.

The Cult Branding Rule of Openness is simple: Cult Brands are radically inclusive. They don’t build walls. They build invitations.

Openness Isn’t Just Nice, It’s Strategic

According to the Cult Branding Workbook, “Cult Brands don’t discriminate. They openly embrace anyone who is interested in their companies.”

This isn’t about political correctness or inclusivity for its own sake. It’s about understanding a deeper truth: people don’t want to feel like customers—they want to feel like they belong.

Openness taps into three of Maslow’s most powerful human needs:

  • Belonging
  • Self-esteem
  • Self-actualization

When brands meet those needs, they move from being a product in someone’s cart to a part of someone’s identity.

Let’s take a look at two brands that embody this.

Costco: One Price. One Club. Everyone’s Welcome.

Costco doesn’t care what you drive, where you live, or what your job title is. The warehouse is the great equalizer.

You pay your annual fee, and you’re in. You push the same oversized cart, stand in the same sample lines, and get the same deal on 48 rolls of toilet paper as the guy in front of you. Whether you’re a retiree, a single parent, or a tech CEO, the experience is shared—and that’s the point.

By removing barriers and leveling the playing field, Costco fosters a culture of value, trust, and belonging. Their membership isn’t exclusive; it’s inclusive. And that’s why people renew year after year without a second thought.

The Savannah Bananas: If You Show Up, You’re Part of the Show

The Savannah Bananas are a baseball team, but calling them that barely scratches the surface. They’ve turned the sport into a joyful, rule-breaking circus. And what makes it work? Radical openness.

Banana Ball isn’t just for sports fans. It’s for kids, parents, comedy lovers, tourists, and anyone who wants to have a good time. You don’t need to know the rules. You don’t even need to like baseball. If you’re in the stadium, you’re part of the experience.

From dancing players to mic’d-up umpires to fans dictating rules mid-game, the Bananas tear down every wall between performer and spectator. They’ve reimagined baseball by asking one simple question: How do we make everyone feel included?

And it’s working. Every game sells out. Every crowd cheers louder. And fans don’t just leave with memories, they leave feeling like insiders.

Openness Wins Where Precision Fails

Exclusive branding may feel sophisticated, but it often alienates the very people who could become your most passionate advocates.

Openness expands your surface area for loyalty. It allows unexpected fans to step forward. It builds emotional equity by giving people a place where they feel seen.

Here’s the irony: the more open you are, the more cult-like your following becomes. Because people don’t tattoo exclusivity. They tattoo belonging.

For Brand Leaders: Questions to Ask This Week

  • Are we unknowingly excluding people through our language, imagery, or tone?
  • Where can we lower the barrier to entry without diluting the experience?
  • How can we build rituals or experiences that make new customers feel like insiders from Day One?

The Cult Branding Rule of Openness isn’t about appealing to everyone. It’s about welcoming anyone who feels the pull.

Let them in, and they just might never leave.

Great Leadership Starts With Clarity of Purpose

In Cult Brands, leadership isn’t just about strategy, operations, or profit.

It’s about creating clarity, especially when it comes to the customer.

As the Cult Branding Workbook puts it:

“Each team member must clearly understand how he or she contributes to the customer’s experience.”

This one sentence captures what most organizations miss:

Great brands aren’t built by marketing. They’re built by people who know why they matter.

The Invisible Work That Shapes Loyalty

It’s easy to focus on the flashy aspects, such as campaigns, launches, and events. But your customer’s experience is shaped by countless unseen moments:

  • A cashier who remembers your name
  • A bakery associate offering a cookie to a shy child
  • A bagger walking you to your car in the rain

Those moments don’t belong to the CMO. They belong to the entire team.

Leadership That Connects the Dots

Great leadership means helping every employee connect their daily work to the customer’s emotional journey.

It means:

  • Sharing the Brand Lover’s mindset, not just performance metrics
  • Making the purpose of the brand part of onboarding, meetings, and recognition
  • Turning core values into decisions, not just posters

At Publix, every associate, from the deli counter to the loading dock, understands they’re part of something bigger. “Where shopping is a pleasure” isn’t a slogan; it’s a shared mission. Leadership reinforces this not through speeches, but through systems that train, trust, and reward customer-focused behavior.

Brands Customers Love Start With Teams That Care

If your team doesn’t feel connected to the customer, the customer won’t feel connected to the brand.

So the question isn’t “What does marketing need to do?”
It’s: “Does every person on our team know how they create brand love?”

If not, leadership still has work to do.

Fast Growth or Lasting Brand? Why CEOs Must Refuse to Choose

“How do we grow fast and build a brand that lasts?”

This is one of the most important questions modern CEOs face.

Every quarter brings new revenue targets, performance dashboards, and boardroom pressures to deliver now. Yet, every brand that truly matters—Nike, Apple, Patagonia, Trader Joe’s—was built on a foundation of long-term thinking.

So how do you balance the urgent with the enduring? The answer isn’t either/or.

It’s learning how to win short-term battles without losing the long-term war

The Pitfall: Performance Marketing Without a Soul

In the age of ROAS, CAC, LTV, and A/B testing, it’s easy to lose sight of something critical:

Your brand is not your campaign. It’s your reputation in motion.

Many companies fall into the trap of tactical marketing:

  • Every message is optimized for clicks, not connection.
  • Every channel is optimized for transactions, not transformation.
  • Brand strategy is put on hold because it “doesn’t move the needle fast enough.”

This short-termism creates brands that may convert today—but disappear tomorrow.

Cult Brands think differently.

They understand that emotional loyalty compounds. Each meaningful moment builds equity that no competitor can copy and no price cut can steal.

Brand is the Only Moat That Gets Stronger Over Time

When you invest in brand, you’re investing in:

  • Relevance: staying emotionally attuned to your Brand Lover’s needs
  • Trust: the single most important driver of long-term profitability
  • Community: customers who promote you without being paid
  • Pricing power: because brands that are loved don’t get commoditized

In short, brand is your business’s gravity. It pulls people in and keeps them close.

But like gravity, it’s invisible—until you don’t have it.

Quantifying What “Can’t Be Measured”

One of the greatest challenges CEOs face is defending brand investments in rooms obsessed with quarterly metrics.

The Cult Branding Workbook offers a powerful reframe:

“Just because your customers love you doesn’t mean you’re loving them back.”

Performance metrics measure clicks. Brand metrics measure care.

  • Care in how you show up.
  • Care in how you communicate.
  • Care in how you solve real human needs.

Yes, you should track performance. But don’t mistake the map for the terrain. A 3% lift in CTR means nothing if your brand becomes forgettable.

Fast and Forever: Building Brand into the Business Model

Here’s the good news: You don’t have to choose between growth and equity.

The best brands build growth into their identity:

  • Trader Joe’s doesn’t run ads—they build stores that feel like treasure hunts.
  • Liquid Death doesn’t rely on discounting—they use irreverent storytelling that fuels word of mouth.
  • Apple doesn’t shout “buy now”—they make products people line up for.

Each of these companies plays the long game in how they generate revenue.

You can too. But it takes discipline.

The Cult Brand Approach to Sustainable Growth

Want to grow fast and build a brand that lasts? Start here:

✅ Define your Brand Lover. Build your strategy around serving them—not the algorithm.

✅ Align all customer touchpoints with your emotional promise. Don’t let sales and service feel like different companies.

✅ Invest in human needs, not just product features. As the Workbook says: “People love companies that love them.”

✅ Measure what matters: loyalty, advocacy, repeat rate—not just conversions.

✅ Make internal alignment a growth lever. Your culture is your delivery system.

Brand Is a Strategy, Not a Slogan

Fast growth and lasting impact aren’t opposites. In fact, they require each other.

Growth without a brand creates churn. A brand without growth becomes nostalgia.

But when you blend the two—you build a business people love, remember, and return to.

Before you approve the next campaign or quarterly push, ask:

“Does this move us closer to becoming the only brand our customers would choose—even if we disappeared from the shelf?”

That’s not just brand equity. That’s future-proofing.