Customer Experience Podcast

In this episode of The Intuitive Customer, Professor Ryan Hamilton is joined by guest host Ben Shaw to explore the high-stakes world of rebranding.

From Cracker Barrel’s logo backlash to Jaguar’s radical design overhaul, they unpack what happens when brands chase new audiences at the expense of their loyal customers.
The conversation dives into the tension between rebranding vs. repositioning, why heritage brands face special challenges, how politics and culture can hijack brand decisions, and practical lessons for leaders trying to grow without alienating their core base.

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