Branded Customer Service: The New Competitive Edge

Janelle Barlow & Paul Stewart



Brands are increasingly important today because they help companies create compelling points of differentiation in an increasingly competitive marketplace

Until now, most books on branding have focused just on branded products and marketing campaigns. In contrast, this book shows that delivering branded customer service―service that supports and extends companies’

brands―can be an especially distinctive and powerful competitive advantage. This book shows how to infuse an entire organization with brand values and create a recognizable style of service that reinforces brand promises and brand images. Branded Customer Service is a practical guide to moving service delivery to a new level so that brand reinforcement occurs every time customers interact with organizational representatives.

What will you learn from this book

  1. Customer-Centric Approach: Emphasizes the importance of placing the customer at the center of business strategies, prioritizing their needs and experiences.

  2. Brand Differentiation: Discusses how exceptional customer service can be a powerful tool for differentiating a brand in the marketplace and creating a competitive edge.

  3. Consistency in Service: Stresses the significance of consistent service quality across all touchpoints, ensuring a uniform customer experience that aligns with the brand promise.

  4. Building Emotional Connections: Advocates for building emotional connections with customers through personalized interactions, empathy, and understanding.

  5. Employee Engagement: Highlights the role of engaged and empowered employees in delivering exceptional customer service, as satisfied employees often lead to satisfied customers.

  6. Problem Resolution: Discusses effective strategies for handling customer complaints and resolving issues promptly, turning negative experiences into positive ones.

  7. Adaptability and Innovation: Encourages businesses to adapt to changing customer needs and innovate in their service offerings to stay relevant and competitive.

  8. Feedback and Improvement: Emphasizes the importance of gathering customer feedback and using it constructively to improve service delivery continuously.

  9. Cultural Alignment: Discusses the necessity of aligning company culture with customer service goals and values to ensure consistency in delivering the brand promise.

  10. Measuring Service Success: Provides insights into methods for measuring service success, including key performance indicators (KPIs) and metrics to track customer satisfaction and loyalty.

Language English
ISBN-10 1576752984
ISBN-13 9781576752982
No of pages 259
Font Size Medium
Book Publisher McGraw-Hill Education
Published Date 16 Sep 2004

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