Protecting their bollocks

It fascinates me the amount of effort that goes into maintaining brands. Organizations fabricate these shiny images of themselves and then fight fiercely to protect them. They spend loads of money polishing their shiny façades and even turn the myths inwards on their staff.

But it's bollocks and we all know it. These fabricated brand images fool no one. We all know, even my kids know, that reality bears no relation to the shiny image. Our impressions of companies and their products are formed day to day in our experiences and our conversations.

So why is it so hard to have real people talking with real customers about real products or services? What are brands so scared of?