Other
“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 cooperation 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 transform 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
“What makes Branded Customer Service so powerful is that it’s about action, not theory. Janelle Barlow and Paul Stewart get to the heart of how to make your business thrive by building a powerful brand and give you the steps to take that make it real. Buy this book now for every employee and take your company to the next level of competitive performance.”
—Joe Calloway, author of Becoming a Category of One
“Branded Customer Service is a must-read for anyone in business committed to not only communicating what their brand is but practicing what their brand is. Barlow and Stewart unlock the processes for differentiating your business through branded customer service and then give you the key for attracting and retaining customers.”
—David Lewis, Managing Director, VantagePoint Marketing Limited
“Brands create value if standards of performance are met every time the customer uses them. They cannot be dependent on the customer being fortunate enough to receive service from the best professional in the firm. Regardless of who serves the customer, a consistent quality of service must be provided and experienced for the brand to flourish. Janelle and Paul’s groundbreaking research on this subject is essential for business success.”
—Tom Grissen, CEO, Daon, former President and General Manager, MAXIMUM
“Too many organizations are overpromising and underdelivering on their brand promises. Read this book for a foundation on which to base your customer service, for practical tips to shore up your service deficiencies, and for sustainable advantages you can shout about!”
—Bruce Scheer, Founder and Principal, FutureSight Consulting
“In a world where it’s too easy to default to the tried and true, the generic, the same, this book makes a welcome stand for where brand needs to go. A wake-up call to companies worldwide—your customers are well and truly over vanilla.”
—Mark Di Somma, Pusher, Audacity Group
“The strength of Branded Customer Service is in its clarity and pragmatism that sets out the map to think, feel, and act on a road to differentiate and to build much stronger brand equity. This book impresses me with more depth and significance on inside-out branding than any other I have previously experienced and stimulates thinking on what our organizations could become.”
—David Walker, Executive Chairman, Walkers Advertising, Director, ICOM
“Branded Customer Service is not only well written, it shows in a very clear fashion how to incorporate brand into service delivery. This is easier said than done for all of us trying to build a service organization that takes advantage of strong brands. If you want practical advice that makes you think, this is the book for you.”
—Sirish Mani, National Customer Service Center Operations Development Manager, Toyota Financial Services
“Just when I thought there was nothing left to say about branding and customer service, along come Janelle Barlow and Paul Stewart to prove me wrong. Filled with impeccable research, entertaining stories, masterful insight, and—most important—clear steps to follow, Branded Customer Service covers new and important ground. Read it, internalize it, and put it into practice—your customers will love you for it.”
—Steve Farber, author of The Radical Leap: A Personal Lesson in Extreme Leadership