Branded Customer Service: The New Competitive Edge
Home > Business and Economics > Business and Management > Sales and marketing > Customer services > Branded Customer Service: The New Competitive Edge
Branded Customer Service: The New Competitive Edge

Branded Customer Service: The New Competitive Edge


     0     
5
4
3
2
1



International Edition


X
About the Book

Table of Contents:
Part I: Linking the Big World of Branding to Customer Service1. The Branding Imperative2. On Brand or Off Brand? 3. Branding Basics 4. To Brand or Not to Brand 5. Generic Customer Service or Branded Customer Service? 6. Three Brand Power Tools: Likeability, Reinforcement and Consistency Part II: Imbedding On-brand Service into your Organizational DNA 7. Inside Out Branding™8. Culture Change: Myth or Possibility 9. Communicating to Ensure Brand Resonance 10. Internal Word of Mouth: the Role of Brand Champions 11. Human Resources: The Window to the Corporate Soul Part III: The Branded Customer Service Tool Box12. The Brand or the Bland: Defining Your Product or Service in the Minds of Your Staff13. Great Brands are Supported from Within: The Role of Management 14. The Theatre as Teacher in the World of Brand Deliver 15. Selling In a Branded World Linking: Your Brand Proposition to your Sales Messages

About the Author :
Janelle Barlow is Chief Executive of Branded Customer Service-the Americas and President of TMI US. Her previous books include the bestselling A Complaint Is a Gift and Emotional Value. Paul Stewart is the Chief Executive of Branded Customer Service-Asia Pacific and Director of TMI New Zealand. He was previously chief economist for the ANZ Banking Group (NZ) Ltd.

Review :
“Branded Customer Service packs the punches about really great customer service. It gives the reader an insight into how to differentiate through service and how to win. If you are really committed to getting the most out of your brand, read this book!” —Mark Bergdahl, CEO, Customer Intimacy, Limited “Any business that applies the on-brand ideas in this easy-to-read book will create a significant competitive advantage by converting its customers into apostles who will preach the gospel in the marketplace for that company.” —Dr. Tony Alessandra, author of Collaborative Selling and The Platinum Rule “Barlow and Stewart have told the stories of some great customer service companies that have set the benchmark for their respective industries in building and delivering great brand promises. They get to the very essence of these customer service branding strategies by telling the how and why. A great read for anyone who is interested in customer service differentiation.” —Ralph Norris, Managing Director and CEO, Air New Zealand, Limited “Barlow and Stewart reveal the secret of consumer loyalty. Consumers and companies alike should rejoice at the insights they offer.” —Rod Oram, business commentator “I’ve always found effective branding to be as difficult to articulate as it is to do. For me it is a complex mix of creating an external perception that is also an internal reflection of who you are and what you stand for. Branded Customer Service is a great practical read for others who similarly wrestle with such concepts. It passed the get-real test for me and is certainly on-brand for what I want from TMI.” —Barbara Chapman, Head of Retail Banking and Marketing, ASB Bank “The future of branding is here now, and it requires a complete reassessment of your communication. This book opens your eyes to how simple it can be to assess and how powerful it can be to fix your branded customer service. This new level of brand building can become a long-term competitive advantage for your company." —Jim Wagner, Senior Vice President, Mattel “All too often we assume that branding is purely through the eyes of the customer. This book creates a refreshing perspective that our staff are the key to a successful brand. A straightforward and powerful interpretation using some great examples.” —Nigel Roberts, Managing Director, Langham Hotel, Hong Kong “Extraordinary review and junction of branding approaches in the fields of products and services. This work can be done only by coop- eration between practitioners on both sides of the table—branding products and branding services. Barlow and Stewart show how to brand services to match your brand promises.” —Uros Mocnik, General Manager, Business Knowledge, Croatia “Branded Customer Service provides a road map to genuinely trans- form the customer experience that is accessible to all people within organizations—the concepts, language, and examples make sense whether you are a CEO or someone interacting with the customer moment by moment.” —Sonia Stojanovic, Head of Cultural Transformation, ANZ Banking Group


Best Sellers


Product Details
  • ISBN-13: 9781576754047
  • Publisher: Berrett-Koehler
  • Publisher Imprint: Berrett-Koehler
  • Height: 230 mm
  • No of Pages: 264
  • Spine Width: 19 mm
  • Width: 155 mm
  • ISBN-10: 1576754049
  • Publisher Date: 10 Sep 2006
  • Binding: Paperback
  • Language: English
  • Returnable: Y
  • Weight: 468 gr


Similar Products

Add Photo
Add Photo

Customer Reviews

REVIEWS      0     
Click Here To Be The First to Review this Product
Branded Customer Service: The New Competitive Edge
Berrett-Koehler -
Branded Customer Service: The New Competitive Edge
Writing guidlines
We want to publish your review, so please:
  • keep your review on the product. Review's that defame author's character will be rejected.
  • Keep your review focused on the product.
  • Avoid writing about customer service. contact us instead if you have issue requiring immediate attention.
  • Refrain from mentioning competitors or the specific price you paid for the product.
  • Do not include any personally identifiable information, such as full names.

Branded Customer Service: The New Competitive Edge

Required fields are marked with *

Review Title*
Review
    Add Photo Add up to 6 photos
    Would you recommend this product to a friend?
    Tag this Book Read more
    Does your review contain spoilers?
    What type of reader best describes you?
    I agree to the terms & conditions
    You may receive emails regarding this submission. Any emails will include the ability to opt-out of future communications.

    CUSTOMER RATINGS AND REVIEWS AND QUESTIONS AND ANSWERS TERMS OF USE

    These Terms of Use govern your conduct associated with the Customer Ratings and Reviews and/or Questions and Answers service offered by Bookswagon (the "CRR Service").


    By submitting any content to Bookswagon, you guarantee that:
    • You are the sole author and owner of the intellectual property rights in the content;
    • All "moral rights" that you may have in such content have been voluntarily waived by you;
    • All content that you post is accurate;
    • You are at least 13 years old;
    • Use of the content you supply does not violate these Terms of Use and will not cause injury to any person or entity.
    You further agree that you may not submit any content:
    • That is known by you to be false, inaccurate or misleading;
    • That infringes any third party's copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy;
    • That violates any law, statute, ordinance or regulation (including, but not limited to, those governing, consumer protection, unfair competition, anti-discrimination or false advertising);
    • That is, or may reasonably be considered to be, defamatory, libelous, hateful, racially or religiously biased or offensive, unlawfully threatening or unlawfully harassing to any individual, partnership or corporation;
    • For which you were compensated or granted any consideration by any unapproved third party;
    • That includes any information that references other websites, addresses, email addresses, contact information or phone numbers;
    • That contains any computer viruses, worms or other potentially damaging computer programs or files.
    You agree to indemnify and hold Bookswagon (and its officers, directors, agents, subsidiaries, joint ventures, employees and third-party service providers, including but not limited to Bazaarvoice, Inc.), harmless from all claims, demands, and damages (actual and consequential) of every kind and nature, known and unknown including reasonable attorneys' fees, arising out of a breach of your representations and warranties set forth above, or your violation of any law or the rights of a third party.


    For any content that you submit, you grant Bookswagon a perpetual, irrevocable, royalty-free, transferable right and license to use, copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell, transfer, and/or distribute such content and/or incorporate such content into any form, medium or technology throughout the world without compensation to you. Additionally,  Bookswagon may transfer or share any personal information that you submit with its third-party service providers, including but not limited to Bazaarvoice, Inc. in accordance with  Privacy Policy


    All content that you submit may be used at Bookswagon's sole discretion. Bookswagon reserves the right to change, condense, withhold publication, remove or delete any content on Bookswagon's website that Bookswagon deems, in its sole discretion, to violate the content guidelines or any other provision of these Terms of Use.  Bookswagon does not guarantee that you will have any recourse through Bookswagon to edit or delete any content you have submitted. Ratings and written comments are generally posted within two to four business days. However, Bookswagon reserves the right to remove or to refuse to post any submission to the extent authorized by law. You acknowledge that you, not Bookswagon, are responsible for the contents of your submission. None of the content that you submit shall be subject to any obligation of confidence on the part of Bookswagon, its agents, subsidiaries, affiliates, partners or third party service providers (including but not limited to Bazaarvoice, Inc.)and their respective directors, officers and employees.

    Accept

    New Arrivals


    Inspired by your browsing history


    Your review has been submitted!

    You've already reviewed this product!