Branded Customer Service: The New Competitive Edge by Janelle Barlow

By Janelle Barlow

Branded customer support breaks new flooring with an statement that model fairness is equipped not only via advertisements and public family, but additionally in the course of the human trade of shopper carrier. purchaser kin specialists Janelle Barlow and Paul Stewart have a keenness for branding and clarify in sensible phrases easy methods to take an outlined, recognizable model place after which make it pass though supply of carrier. demanding situations to consistency are mentioned, in addition to the interior merchandising of manufacturers, the reinforcement of manufacturers via employees and shopper interactions, and the way to hyperlink manufacturers to promoting types and messages.

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But their implementation in terms of how they treat their own staff is at a "cost" level. They fool themselves. But the public isn't fooled. Another reason more companies do not implement a branded service strategy is that many service providers see their interaction with customers as a battle. If you listen to people within organizations talk about their customers, you hear name-calling, see rule implementation that demonstrates a lack of trust, or experience the fear many companies have precisely because they know customers are a necessity.

2] Sixty-two percent of Davis and Dunn's survey respondents described a lack of senior management support for their brands. Both of these deficiencies were judged by the corporations as threats to their long-term business success. If this lack of brand knowledge and support is representative of management, it is reasonable to conclude that the pattern is even truer for customer service representatives. Yet Prophet's (the San Francisco brand consulting firm) 2002 Best Practices Study concluded that "despite an overwhelming belief in the impact of personal contact [on brands] .

5] The above situation, like so many service experiences, is a subtle example of off-brand service. Asking people to write their names on an evaluation form is definitely not bad service. Some might even prefer it so their feedback can remain anonymous. However, it is definitely off-brand when it comes from a cruise line that stakes its reputation on extreme personalized service. Some passengers probably would not even notice this disparity. Nonetheless, at one of its final customer touch points, which are the most vivid and memorable in service experiences, the cruise line lost a last opportunity to reinforce its brand.

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