1 of 2 people found the following review helpful
This review is from: Living the Brand: How to Transform Every Member of Your Organization into a Brand Champion (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.
(3 customer reviews)