Branded Customer Service: The New Competitive Edge
Chapter 1: The Branding Imperative
- off-brand
- on-brand
Chapter 2: Generic Customer Service Isn't Enough Anymore
- off-brand
- off-brand
- on-brand and off-brand
- off-brand NO TRUST
- on-brand
- on-brand
Chapter 3: Road Map to Branded Customer Service
- off-brand
- on-brand
- on-brand
Chapter 4: Defining Your Brand DNA
- off-brand
Chapter 5: Brand Power Tools: Likability, Reinforcement, and Consistency
- off-brand
- off-brand (AND HORRIBLE GENERIC SERVICE)
Chapter 7: Communicating to Ensure Brand Resonance
- off-brand
Chapter 11: Selling in a Branded World: Linking Your Brand Proposition to Your Sales Messages
- on-brand