For Abed, the brand is not a marketing brief that arrives after the logo is chosen; it’s an organizational truth that must be cultivated, practiced and measured across functions. “Brand strategy is built on the business strategy. It’s built on the culture of the people, because without the culture and the HR, you cannot build a brand,” he repeats.
His work at Nakheel is instructive. When he joined, teams were siloed — asset teams, development teams, culture and HR all working separately. The transformation began with leadership alignment and extensive internal work. “There was a very nice C-suite team and the board of members was excellent. Our leader was also the CEO… he believed in his team,” Abed recalls. Leadership buy‑in allowed time and space for cross-functional workshops, training and the creation of a shared vocabulary. “All the people within Nakheel started to talk the same language,” he says.
The effects were concrete. Teams who felt seen and empowered showed up differently in customer interactions. Abed describes the ritual of working late hours on events, not as burnout but as collective investment: “They were staying till three o’clock in the morning when we have an event… I used to come, get a pizza for them. We sat together.”
Those small human acts — recognition, shared meals, public appreciation — are the scaffolding of brand behavior. When staff from maintenance to front desk to senior leadership share the same values and language, the customer experiences coherence instead of contradiction.