# Format:CHM 1.3MB
# Page Count: 264 pages
# Publisher: Berrett-Koehler Publishers (September 1, 2006)
# Language: English
# ISBN-10: 1576754049
# ISBN-13: 978-1576754047
Branded Customer Service breaks new ground with an assertion that brand equity is built not just through advertising and public relations, but also through the human exchange of customer service. Customer relations experts Janelle Barlow and Paul Stewart have a passion for branding and explain in practical terms how to take a defined, recognizable brand position and then make it live through delivery of service. Challenges to consistency are discussed, as well as the internal promotion of brands, the reinforcement of brands through staff and customer interactions, and how to link brands to selling styles and messages.
Janelle Barlow is President of TMI US, partner of the multinational consulting organization, TMI International. She is a leading author, seminar leader, and international speaker. Her ability to move people to significant behavioral change is the result of decades of professional speaking.
Twice awarded the prestigious "International Trainer of the Year" by TMI, she has also earned the Certified Speaking Professional (CSP) designation by the National Speakers Association, on whose national board she sits. She regularly appears as a guest on CNBC's "NPR Marketplace"
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.
Download