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"This is an outstanding book on a prime subject at a critical time in our changing marketplace. It is loaded with substantive and persuasive content that'll help you serve more, sell more, and succeed. The authors get to the microcosmic essence of branding and hold us all responsible to preach what we practice!"
Nido Qubein, Chairman, Great Harvest Bread Company
"In your hands you are holding both a 'Bible of Branding' and the 'Dominant Document on Customer Service.' This book has specific strategies that will enable you to create such a significant competitive difference in the way you serve your customers, your entire organization can be transformed. We will use it in all the companies that we own-and you should too!"
Scott McKain, Vice Chairman, Obsidian Enterprises, author of the business bestseller ALL Business Is Show Business
"Janelle and Paul 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. Their research gets under the covers and identifies the reasons why these brands are successful and how they meet and exceed their customers' expectations on an ongoing basis. This book doesn't just tell the stories but gets 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
"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
"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
"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 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, MAXIMUS
Read more about What Business Leaders Say in:
CUSTOMER SERVICE| HUMAN RESOURCES | MARKETING
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