Brand Manners - How to create the self-confident organisation to live the brand (Paperback, Revised)

How often has a companya s handling of a customera s telephone call turned out to be a turn--off? How often has a customer query in the retail environment turned into a relationship--killer, rather than a loyalty--builder? No matter how good the work behind brand positioning and communication, a reputation can be ruined by one poor interaction with a customer. The challenge for any brand--focused company is to ensure that the whole organisation actually a livesa the brand. New in paperback, Brand Manners is the runaway bestseller that demonstrates why a company needs, and how it can create, a branded service culture that consistently exceeds customer expectations. Drawing on a host of major case studies, Hamish Pringle and William Gordon show how any company can align its internal and external brand values to build a a self--confidenta organisation.

General

Imprint:	John Wiley & Sons
Country of origin:	United States
Release date:	March 2003
First published:	August 2009
Authors:	Hamish Pringle • William Gordon
Dimensions:	227 x 155 x 20mm (L x W x T)
Format:	Paperback
Pages:	336
Edition:	Revised
ISBN-13:	978-0-470-85610-9
Categories:	Books > Business & Economics > Business & management > Sales & marketing > Sales & marketing management
LSN:	0-470-85610-6
Barcode:	9780470856109

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