"Reading Branded Customer Service is like having a meaningful conversation with a good friend." Janelle Barlow and Paul Stewart show loving respect for their readers, talking to us about what really matters in generating customer loyalty. Thankfully, Branded Customer Service is devoid of hype and full of help. Janelle and Paul know that what we want is genuine advice and wise counsel and not noisy hyperbole and empty sloganeering. Branded Customer Service is a book that will still be on my shelf years from now and will still be as fresh then as it is now. I highly recommend you invite Janelle and Paul into your salon for a conversation. You'll really enjoy the dialogue.
Jim Kouzes, coauthor of The Leadership Challenge, Chairman Emeritus, Tom Peters Company
"This book packs the punches about really great customer service. It makes the reader ask some soul-searching questions about the relationships between brand and customer service that make the hairs on the back of your neck stand up. The book gives the reader an insight into how to differentiate through service and how to win. If you are really committed to getting the most out of your brand, read this book!"
Mark Bergdahl, CEO, Customer Intimacy Limited
"Barlow and Stewart reveal the secret of consumer loyalty. Great design, quality, and marketing won't do it for companies. The only way they can earn loyalty is one customer at a time. Keeping them is even harder. To ensure the relationship endures, companies must constantly refresh and reinforce it through excellent personal service, aligned to the promises they make through their brands. That's one of the greatest challenges, and most rewarding in business. Barlow and Stewart show how to do it. Consumers and companies alike should rejoice at the insights they offer."
Rod Oram, business commentator
"Branded Customer Service is not only well written, it shows in a very clear fashion how to incorporate brand into service delivery. This is easier said than done for all of us trying to build a service organization that takes advantage of strong brands. If you want practical advice that makes you think, this is the book for you."
Sirish Mani, National Customer Service Center, Training Development and Service Excellence Manager
"Too many organizations are overpromising and underdelivering on their brand promises. Read this book for a foundation on which to place your customer service, for practical tips to shore up your service deficiencies, and for sustainable advantages you can shout about!"
Bruce Scheer, Founder and Principal, FutureSight Consulting
"Just when I thought there was nothing left to say about branding and customer service, along come Janelle Barlow and Paul Stewart to prove me wrong. Filled with impeccable research, entertaining stories, masterful insight, and - most important -clear steps to follow, Branded Customer Service covers new and important ground. Read it, internalize it, and put it into practice - your customers will love you for it."
Steve Farber, author of The Radical Leap: A Personal Lesson in Extreme Leadership
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BUSINESS STRATEGY | HUMAN RESOURCES | MARKETING
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