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Creating a Unique Service Culture
By: George Aveling, TMI - Malaysia
February 2006
It takes time, effort and resources... but the competitive benefits are enormous. George Aveling gives some pointers on how to create a branded service culture.
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(Download size: 62KB)
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Branded Customer Service
Journal of Product and Brand Management
For marketing scholars and practitioners, the concept of branding remains echoed within university lecture halls, conference meeting spaces, and corporate boardrooms. No more are brands just names, logos, or taglines; they are values, beliefs, and promises that customers expect to experience during a purchase. |
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(Download size: 46KB)
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Branded Customer Service
George Aveling, Interviewed By: The Edge, Malaysia
16-22 January 2006
While many companies understand the need for good customer service and the importance of branding, seldom the twain doth meet. |
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(Download size: 159KB)
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2005
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The Weakest Link: Customer Service is Really the Only Thing That Matters
By: Stephen Turner, Turner and Associates
13 December 2005
Even with billions of dollars spent each year on marketing, all it takes is one bad customer service experience to alienate potential clients. |
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VISIT I-NEWSWIRE.COM TO READ MORE >>
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Midwest Book Review: Highly Readable, Highly Valuable
Review by: Roger E Herman.
November 2005
This book is no customer service gimmick. Discover how to put your company into a fresh new alignment of significance and purpose. |
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(Download size: 404KB)
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Customer Control is the Beauty of Online Ordering
By: Steve Coomes
23 November 2005
Ordering pizza over the Internet is clearly cool, but pizza companies and customer service experts say that’s not why a growing number of patrons are turning to computer-mediated ordering. The draw, they say, is customers love the fact that they’re in charge of the transaction from beginning to end.
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VISIT PIZZAMARKETPLACE.COM TO READ MORE >>
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Winning customer service should transmit brand values, according to training consultancy PeopleAchieve
By: Peter Andreou, PeopleAchieve
09 November 2005
Companies must not lose sight of the fact that their corporate brand is more than just an identity, but should be carried through the ranks to the shop floor, according to Peter Andreou, managing director of PeopleAchieve.
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VISIT ALBAWABA.COM TO READ MORE >>
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Creating the Branded Service Experience
By: George Aveling, TMI - Malaysia
September 2005
From brand differentiation and service differentiation to customer service branding. One of the keys for companies to create a branded service culture is by having a set of brand values. |
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(Download size: 199KB)
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Book Review - Branded Customer Service
By: Patricia Seybold
29 September 2005
Patricia Seybold reviews Janelle Barlow and Paul Stewart's book - Branded Customer Service. She discusses on-brand versus off brand behavior and changing corporate culture to to help employees to be more on-brand in their work environment as well as with customers. Branded Customer Service, however, is more than a book, it's also a Tool-Kit full of workbooks, resources, processes, and tools on how to align your brand, culture and customer service. |
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Numbers may count, but customers buy from the heart
By Terry Brock, Achievement Systems
East Bay Business Times, July 2005
It is human nature, pure and simple. Logic will make people think but it is the emotional involvement - in a favorable way - that makes customers buy and keeps them coming back again and again. |
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(Download size: 134KB)
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2004
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Pamper the People Who Know You Best
By PAUL B. BROWN
New York Times, 5th December 2004
In this article, Janelle Barlow and Paul Stewart talk about businesses that can constantly deliver on their promises to build substantial value. |
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(Download size: 221KB)
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A brand new competitive edge
The Dominion-Post (New Zealand)
5th November 2004
Faced with stiffer competition and more discerning customers, providers such as telecommunications companies and airlines are striving to improve services. Anna Jaquiery reports. |
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(Download size: 155KB)
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Book Review - Branded Customer Service
NZ Marketing Magazine
November 2004
"So many branding books have been published over the past decade that it’s hard not to greet yet another one on the same subject with a degree of cynicism. So I was pleasantly surprised to read a book that takes a look at the pervading brand dissonance and promotes the competitive advantages of aligning customer service with brand values..." |
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(Download size: 110KB)
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Book Review - Branded Customer Service
Human Resources Magazine – Australia
Issue 66 – 5 October 2004
In an era of cost-cutting, increased technology and demand for greater shareholder returns, dissatisfaction with customer service is burgeoning. |
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(Download size: 112KB)
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One-track mind
By Simon Lloyd
BRW. 30 September 2004
In the introduction to their new book Branded Customer Service - The New Competitive Edge, Janelle Barlow and Paul Stewart write: "Despite all the money invested in branding, most brands underperform. The major reason for this is that most branding strategies today still rely heavily on advertisements, marketing, endorsements and other media-based approaches in an economy that has become predominantly service-based. Organisations can gain maximum return from brand expenditures when everyone - rather than just the marketing department - reinforces the brand..." |
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(Download size: 134KB)
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