Branded Customer Service: The New Competitive Edge - Brossura

Paul Stewart, Janelle Barlow And

9781458777614: Branded Customer Service: The New Competitive Edge

Brossura

ISBN 10: 1458777618 ISBN 13: 9781458777614

Casa editrice: ReadHowYouWant, 2012

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Da: EUR 42,79

By the author of the bestselling A Complaint Is a Gift (more than 100,000 copies sold) The first book to combine the dynamics of customer service with the psychology of branding-two of the most powerful concepts in business A comprehensive, practical guide that offers strategies, exercises and real-world examples of branded customer service in action Branding is an integral part of modern business strategy. But while there are dozens of books on branding products and marketing campaigns, nobody has applied the logic and techniques of branding to customer service -- until now. Branded Customer Service is a practical guide to moving service delivery to a new level so that brand reinforcement occurs every time customers interact with organizational representatives. Janelle Barlow and Paul Stewart show how to infuse an entire organization with brand values and create a recognizable style of service that reflects brand promises and brand images.

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L'autore

Janelle Barlow is president and owner of TMI US. Her clients include Hewlett-Packard, Chevron, Exxon, Genentech, Avon Cosmetics, Kaiser Permanente Hospitals, and many others. She also sits on the board of the National Speaker's Association. For more information.Paul Stewart is a Director of TMI New Zealand, which is part of the international human-factor based business solutions company TMI International. TMI works to create Exciting Company Cultures, applying concepts in organizational development, operational processes, internal marketing and communications.He was previously chief economist for the ANZ Banking Group (NZ) Ltd. And has held key executive roles specializing in operationalizing corporate strategy through brands and organizational culture. Now he works with a range of companies in integrated brand, culture development and emotional intelligence. He also mentors and advises executives from a number of leading New Zealand organizations.