Branding is an integral part of modern business strategy. But while there are dozens of books on branding products and marketing campaigns, nobody has applied the logic and techniques of branding to customer service--until now.

Branded Customer Service is a practical guide to moving service delivery to a new level so that brand reinforcement occurs every time customers interact with organizational representatives. Janelle Barlow and Paul Stewart show how to infuse an entire organization with brand values and create a recognizable style of service that reflects brand promises and brand images.

Branded Customer Service breaks new ground in the field of customer service. It details the next step for marketing specialists who have come to the realisation that significant brand equity is built not just through advertising and public relations efforts. An integrated brand needs to be lived and expressed through every aspect of the brand's organisational culture-especially the human exchange of customer service.