Branded Customer Service: The New Competitive Edge
O
Oden, Bill, 116
off-brand service/reinforcement, 4
being honest about, 228
employees' understanding of concept, 72
evaluations, 45–48
examples of, 46–47, 77, 112–113, 120–121, 122–124, 143, 144, 218
signals of off-brand culture, 115
See also brand reinforcement
O'Hara, Maureen, 187–188
O'Keefe, Kelly, 20
on- and off-brand situations
evaluation of, 45–48
exercise to assess, 199–203
monitoring of, by brand champions, 154–155
service experiences, 193
on-brand performance reviews, 214
on-brand service/reinforcement, 4, 38–39
employees' understanding of concept, 72
evaluations, 45–48
examples of, 32, 60, 65–69, 79–80, 81, 89–91,186
hiring practices, 161–162
signals of on-brand culture, 113–114, 115
See also brand reinforcement
open-book management, 137
Oram, Rod, 45
organizational behavior, 74–75
Our Lucaya case study, 65–69, 78
outcomes, 74–75, 140
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