Branded Customer Service: The New Competitive Edge

Las Vegas, as brand, 25–26, 88

leaders, natural, 156

leadership, 165–166

lenses, service, 45–48, 73–77

likability, 118–120

living the brand, 146, 147, 202–203

logos, 24, 107, 164

loyalty

customers and staff, 33

drivers of, 47–48, 57–59

staff, 58

Lufthansa, 123–124