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Branded Customer Service
264 pages, 2006
Branded Customer Service advances the argument that brand equity is built not just through advertising and public relations, but also through the human exchange of customer service. Customer relations experts Janelle Barlow and Paul Stewart argue that strong brands are the product of a corporate culture that values providing quality customer service; they provide a series of case studies that demonstrate how this is achieved.
Challenges to consistent branding are discussed and suggestions for reinforcing a brand’s identity internally are offered. The book also discusses how to link brands to the company's selling style or messaging and how to connect with customers on an emotional level.
Janelle Barlow emphasizes the importance of integrating your brand into your customer service. This means that every interaction with a customer should reflect the values and personality of your brand. It's not just about solving problems, but doing it in a way that is unique to your brand.
Barlow stresses the need for consistency in delivering customer service. This means that every customer should receive the same level of service, regardless of who they interact with in your company. Consistency helps to build trust and loyalty with your customers.
In Branded Customer Service, you'll find that creating emotional connections with your customers is crucial. Barlow suggests that businesses should aim to create positive emotional experiences for their customers, as this can lead to increased customer loyalty and advocacy.
Barlow believes that employees are the face of your brand. Therefore, it's important to invest in training them to deliver customer service that aligns with your brand. This includes teaching them about your brand values and how to communicate these values to customers.
In the book, you'll see that Barlow encourages businesses to view customer feedback as a gift. It provides valuable insights into what you're doing right and where you can improve. It's important to actively seek feedback and use it to improve your customer service.
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Branded Customer Service is a compelling guide that bridges the gap between brand promise and customer experience. It's a must-read!
John Tschohl - Customer Service ExpertJanelle Barlow's book is a game-changer. It's a powerful tool for businesses looking to elevate their customer service.
Shep Hyken - Customer Service SpeakerBranded Customer Service is a brilliant book that offers innovative ways to deliver on your brand promise.
Chip Bell - Customer Loyalty ExpertJanelle Barlow's book is a masterclass in customer service. It's a must-read for anyone serious about delivering exceptional customer experiences.
Ron Kaufman - Service Culture ExpertBranded Customer Service is a powerful book that will transform your understanding of customer service.
Jeffrey Gitomer - Sales Training ExpertRecommendations
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