Branded Customer Service: The New Competitive Edge

fads, 15

failures, 127, 228

fast-moving consumer goods (FMCG), 5

consumer trust in, 34

management of, 8

Morton Salt example, 44

Fedderson, Kelly, 52

Federal Express (FedEx), 160

feedback, sharing, 140

Field, Graeme, 157–158

field trips, staff, 194

first buys, 33

flocking birds metaphor, 7–10

food service industry, 104–105

Cadbury, 54

Coca-Cola, 87, 104–105

Domino's Pizza, 182

The Grocery, 87–88

Krispy Kreme Doughnuts, 87, 147

Pret a Manger, 83–84

Starbucks, 63, 87, 88–89, 120, 187

Ford-Hutchinson, Sally, 24

Fournier, Susan, 21

Freuchte, Christine, 119

Fry's Electronics, 37

fun, 100, 154

future of your brand (exercise), 196