Branded customer service the new competitive edge - Barlow, Janelle (Berrett-Koehler, 2004)
Includes bibliographical references (pages 243-2445) and index
Foreword; Acknowledgments; Introduction: On-Brand or Off-Brand; Part I: Linking the Big World of Branding to Customer Service; Part II: Embedding On-Brand Service into Your Organizational DNA; Part III: The Branded Customer Service Toolbox; Final Thoughts; Notes; Bibliography; Index; About the Authors
The author of the bestselling "A Complaint Is a Gift" explores building band equity through enhanced and focused customer service