ENDORSEMENTS

"Barlow and Stewart break new ground in bringing together the dynamics of customer service with the intricate connections a great brand engenders."

—Kevin Roberts, CEO Worldwide, Saatchi & Saatchi

"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

"This is an outstanding book on a prime subject at a critical time in our changing marketplace. It is loaded with substantive and persuasive content that'll help you serve more, sell more, and succeed. The authors get to the microcosmic essence of branding and hold us all responsible to preach what we practice!"

—Nido Qubein, Chairman, Great Harvest Bread Company

"Branding is everything to us, and Janelle and Paul hit on all cylinders. Their insight into the link between brand and service has helped set us apart from our competitors, and has given us a point of distinction as we've grown regionally, and now, internationally. We utilize the brand as much internally, to support our human resources efforts, as much as we use it externally and it truly works to our great advantage. This book talks about branding and culture. 'Islestyle' is a way of life and our brand is synonymous with everything we do."

—Tim Hinkley, COO, Isle of Capri Casinos

"Any business that applies the On-Brand ideas in this easy-to-read book will create a significant competitive advantage by converting its customers into apostles who will preach the gospel in the marketplace for that company."

—Dr. Tony Alessandra, author of Collaborative Selling and The Platinum Rule

"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

"I've always found effective branding to be as difficult to articulate as it is to do. For me it is a complex mix of creating an external perception that is also an internal reflection of who you are and what you stand for. Branded Customer Service is a great practical read for others who similarly wrestle with such concepts. It passed the get real test for me, and is certainly on-brand for what I want from TMI."

—Barbara Chapman, Head of Retail Banking and Marketing, ASB Bank

"In your hands you are holding both a 'Bible of Branding' and the 'Dominant Document on Customer Service.' This book has specific strategies that will enable you to create such a significant competitive difference in the way you serve your customers, your entire organization can be transformed. We will use it in all the companies that we own -- and you should too!"

—Scott McKain, Vice Chairman of Obsidian Enterprises and author of the business bestseller, All Business is Show Business