The idea of defining a brand as a key to business success is a hollow and, I think, futile endeavor. In spite of how you look or behave, public opinion will shape your brand. I believe that to focus on control of an organization's brand is a waste of time and effort. Focus on quality products, a positive work environment and exemplary service before, during and after the sale. Your brand will be shaped by that.
One of his examples: BP. Pretty logos, now worthless brand.