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Brand Manners
How to create an organizational culture that promotes brand image and builds customer loyalty Nothing can undermine a brand's reputation or lose a customer faster than a bad customer/brand rep interaction. That's why, as the authors of this groundbreaking book clearly demonstrate, one of the biggest challenges facing top management at brand-reliant companies is to ensure that their whole organization, especially those staff members who interact directly with customers, "live the brand." With the help of case studies chronicling the success (and failure) stories of several international brand giants, the authors develop a comprehensive framework that managers can use to evaluate customer brand expectations and create a branded service culture that meets or exceeds those expectations, every time. Among other things, readers learn proven techniques for enlisting a sales force, call service, shop floor, and even the entire boardroom into doing their parts to promote brand loyalty. Hamish Pringle (London, UK) is a Principal in Brand Beliefs, Ltd. William Gordon (London, UK) works as Partner in Strategy for Accenture, previously Andersen Consulting, in London.
The Halls of Power
Fifth in a series of noir mysteries featuring newspaper reporter Samuel Hamilton, The Halls of Power explores corruption at the top of the money chain in San Francisco in the early 1960s. The work teems with eccentric characters at every level of society--hardboiled cops and immigrant workmen, and prosperous businessmen. None, however, can rival the albino sage, Mr. Song, who steps in with vigilante justice when the system stops working for the people of Chinatown.
King of the Bottom
On a cold and gloomy morning the mutilated body of Armand Hagopian, a prosperous Armenian businessman is found hanging from the gate of his toxic dump. The implacable finger of the law points to the decedent's illegal Mexican workers, but crime reporter Samuel Hamilton, with the nose of a bloodhound and inexhaustible tenacity decides to investigate the death on his own. Along the way he uncovers a sordid world of ancient revenge and violence.
