How to Create the Self-confident Organisation to Live the Brand
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Brand Manners by Hamish Pringle
Book DescriptionHow 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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Book DetailsISBN: 9780471496069
(233mm x 163mm x 24mm)
Imprint: John Wiley & Sons Ltd
Publisher: John Wiley and Sons Ltd
Publish Date: 16-Jan-2001
Country of Publication: United Kingdom
Books By Author Hamish Pringle
Spending Advertising Money in the Digital Age, Paperback (December 2011)
Proposes a model, F A I P A, for media and communications planning that describes how to select the right media channel to promote a brand from the many that are available, and if you are employing a range of bought, owned and earned media, which to concentrate on, and how to allocate the budget between them.
Celebrity Sells, Paperback (March 2004)
Celebrities have always captured the imagination of the public. In todaya s age of consumerism, their ability to influence our behaviour can be seen worldwide. Harnessing this power can reap huge rewards for business -- the Jamie Oliver campaign helped turn around Sainsbury's fortunes, with the return on investment estimated at GBP27.
Brand Manners, Paperback (March 2003)
This book explains that a customera s perception of the quality of service received in a given situation is almost entirely a function of their pre--existing expectations created by the brand.
Brand Spirit, Paperback (January 2001)» View all books by Hamish Pringle
A cause related marketing programme (CRM) represents the quickest and most cost-effective way to acquire the necessary "credo" to enhance brand position. This book looks at the business benefits of CRM, and how ethical branding can impact business strategy, using relevant case histories.
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Author Biography - Hamish Pringle
HAMISH PRINGLE is the director of Brand Beliefs Ltd and the IPA Consultant Director of Marketing Strategy. He has previously held the posts of Vice Chairman, Director of Marketing at Saatchi Saatchi, Chairman of NABs (the communication industry charity), Chairman of the IPA Advertising Effectiveness Committee, and has been an IPA Council Member. He gained a BA in PPE from Trinity College, Oxford. He is the co-author of the best-selling Brand Spirit: How Cause Related Marketing Builds Brands. WILLIAM GORDON is Strategy Partner with Accenture (formerly Andersen Consulting), one of the world's premier management consulting firms. He obtained a BSc in engineering at King's College London and an AMBA Diploma in INternational Studies at London Business School. He has previously held the post of Senior Vice President at Gemini Consulting.
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