Branded Customer Service: The New Competitive Edge

Kaufman, Ron, 46–47

Keller, Ed, 155

Kellogg, 54

Kemper Insurance Company, 172–173

Kingsbury, Mark, 29

knowledge/information (customer), 167, 182–183, 187

knowledge of brands by managers, 179

Kotter, John, 128

Krispy Kreme Doughnuts, 87, 147

Kunde, Jesper, 114