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Brand Manners : How to Create the Self-confident Organisation to Live the Brand, Hardback Book

Brand Manners : How to Create the Self-confident Organisation to Live the Brand Hardback

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How often has a company's handling of a customer'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 'lives' 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 'self-confident' organisation.

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