branded customer service
The New Competitive Edge
JANELLE BARLOW and PAUL STEWART
BERRETT-KOEHLER PUBLISHERS, INC.
A brand is not just a logo, an advertising slogan, a product, a service, a building, an airplane, great leadership, or profitability. A brand is all o……
Thank you for helping keep us on-brand!
Any strong brand is an orchestration of dozens, even hundreds, of component parts. The same is true of any boo……
On-Brand or Off-Brand
What is a brand?
At its most basic level, a brand is a unique identity. It is a shorthand way the public thinks abo……
Linking the Big World of Branding to Customer Service
Because of the huge sums of money invested in brands and the billions of dollars of sh……
Embedding On-Brand Service into Your Organizational DNA
Part II begins by examining what is necessary to define the unique attributes of your ……
The Branded Customer Service Toolbox
Once you have defined your brand DNA (see chapter 4), you need some tools to ensure your brand has the b……
Customers have been teaching us for some time that generic service, even if it is excellent, no longer excites them. Generic service has become the va……
Introduction: On-Brand or Off-Brand
1 We have been given permission to share this research on the condition that we do not name the bank involved.
Aaker, David A., and Erich Joachimshaler. Brand Leadership. New York: Free Press, 2000.
Asacker, Tom. Sandbox Wisdom: Revolutionize Your Brand with th……
Abercrombie and Fitch (A&F), 158–161
accomplishments, measuring, 223
brand delivery and, 221–222
compared to importance of employees, 57
Janelle Barlow, Ph.D., is president of TMI US, a partner with Time
Manager International, a multinational training and consulting group. Janelle is co……
Berrett-Koehler is an independent publisher dedicated to an ambitious mission: Creating a World that Works for All.
We believe that to truly create a ……
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Summary of Statistics
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Top 10 People
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