4 of 4 people found the following review helpful
By A Customer
This review is from: Brand Manners: How to Create the Self-confident Organisation to Live the Brand (Hardcover)
Recent trends towards customer-centricity are all very well, but what happens when an organisation's people are not engaged in this process? You can have all the customer service personnel you want, but if they are not happy to be doing their job, the customer is unlikely to be inspired by, and more importantly loyal to the experience ...
The idea behind this book is a great one - the hook for me being it's relevance to people at all levels and in all areas of business.
By acknowledging that there are more than just rational forces at large in the workplace, this book illustrates the importance of fulfilling people emotionally and politically so that they in turn do the same for their company - giving you the eponymous 'Brand Manners' which build a good company into a formidable brand.
(6 customer reviews)