- Unknown Binding
- Publisher: Kogan Page Ltd (22 Jan 2010)
- Language English
- ISBN-10: 0749452803
- ISBN-13: 978-0749452803
- Average Customer Review: 5.0 out of 5 stars See all reviews (3 customer reviews)
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Informatics
“The subtitle says it all.”
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Informatics
“Fascinating stuff.”
--This text refers to an out of print or unavailable edition of this title.
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Customer Reviews
Most Helpful Customer Reviews
15 of 18 people found the following review helpful
Format:Hardcover
Much of the literature of branding is around the advertising communication. Whilst advertising takes most of the direct cost of promoting the brand, the biggest element of the customers' brand experience often comes from their interactions with the company's staff.
Nicholas uses good, vivid case examples to illustrate his point that companies that really have the majority of their staff as brand ambassadors can reach higher levels of performance.
As a recent UK MORI survey suggested that for most UK companies the majority of staff are either neutral to the brand or negative to it, this book should be important reading for general managers and HR people as well as marketers
Format:Hardcover|Amazon Verified Purchase
This was one book I had to read the whole way through. The first case study seemed a bit long but it soon became clear that it was essential for the remainder of the book. Lost its way a couple of times but an excellent read and, for me, a good introduction to branding.
0 of 1 people found the following review helpful
Format:Hardcover
The truth of the matter is that a brand is only as solid as the next engagement. If the 'phone rings and a member of staff answers and uses behaviour that reinforces the brand, then a positive brand experience takes place. If the staff member uses non-reinforcing behaviour, the brand suffers. Nicholas Ind uses very powerful examples to bring home this truth, and other truths, about Living the Brand - a very worthwhile and insightful book.
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