Branded Customer Service: The New Competitive Edge

Waller, Marx, 107

Walt Disney theme parks, 88, 89

Walton, Sam, 129

Waterman, Robert, 127

Web sites

Build-A-Bear, 90

Pret a Manger, 161

Welch, Jack, 54–55

Westall, Tim, 13

Wolff Olins, 66–67

word meanings, 178, 198

word-of-mouth complaining, 51

word usage, 207–208

work environment, 133–134

World Bank, 111

writer's workshops, 142–143

written brand descriptions, 160–161

written communication, 142–143