Branded Customer Service: The New Competitive EdgeReadHowYouWant.com, 2010 - 371 pagina's 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. |
Inhoudsopgave
Linking the Big World of Branding to Customer | 1 |
Organizational | 11 |
Brand Power Tools Likability Reinforcement | 136 |
Culture Change The Bedrock of Brand Development | 146 |
Internal Word of Mouth The Role of Brand Champions | 171 |
The Branded Customer Service Toolbox | 202 |
The Toolbox of OnBrand | 227 |
Final | 267 |
Bibliography | 294 |
| 307 | |
Veelvoorkomende woorden en zinsdelen
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