"This book is remarkable - clearly a work into which Barlow and Stewart have poured not only insight but a passion for the subject matter. In particular I like the way they have continuously grounded concepts in practice - it shows that the authors have wrestled with these issues for a long time. As a result it is possible to absorb the ideas presented into both strategy and practice. In a field where there is little that is original, this book is an incisive new look into the art of creative execution."
Craig Dinsell, VP Human Resources, Oppenheimer Funds
"This is a fantastic contribution to a tough business issue, and for those who embrace it, I know it will create that sustainable competitive advantage. Branded Customer Service provides a roadmap 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. So many aspects of this book resonate with me as truths, as well as the intuition that this is the next wave that needs to be caught. Janelle and Paul show the way to strengthen your vision and values by aligning those aspects of the business mix usually left to the marketing department. This gives brand real clout down at the pointy end! It makes brand relevant. This has to be a great thing for motivation, retention of both staff and customers, and hence the bottom line of the business."
Sonia Stojanovic, Head of Cultural Transformation, ANZ Banking Group
"Branding is everything to us, and Janelle and Paul hit on all cylinders. Their insight into the link between brand and service has helped set the Isle of Capri apart from our competitors and has given us a point of distinction as we've grown regionally, and now, internationally. We utilize the brand as much internally, to support our human resources efforts, as we use it externally and it truly works to our great advantage. This book talks about branding and culture. Islestyle is a way of life, and our brand is synonymous with everything we do."
Tim Hinkley, COO, Isle of Capri Casinos
"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, Vice President (Europe), Langham Hotels, International
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CUSTOMER SERVICE| BUSINESS STRATEGY | MARKETING
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