Executive Summary
Exceptional and intentional management of the brand experience requires recognition of the fact that it is co-created by brand owners, brand representatives and customers alike. There are three basic elements of... Continue Reading
Brands exist to serve customers, not the other way around. But you'd never know that from the way brands are managed.
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Any company can deliver outstanding customer service even convenience stores, where low pay and high turnover supposedly make service a problem. The secret: generating a bond between employes and the brand.
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