I recently had the pleasure of speaking with Dr. Janelle Barlow. Janelle has been deeply immersed in the field of service for 30 years, gradually moving from Service Excellence to the topic of this podcast, Branded Customer Service. She’s a speaker, a businesswoman, and author of the best selling book, A Complaint Is a Gift, available in two editions, the most recent just released a year ago. She’s also the coauthor of Branded Customer Service – The New Competitive Edge.  Janelle makes the point that it’s not just best in class service — but service that is aligned with an organization’s brand promise — that can differentiate an organization and its products and services in a world overloaded with consumer choices. She and her company, TMI US have worked with dozens of companies helping them to define their customer service experience and then partnering with them to better engage both their staff and their customers.

Janelle will quickly point out that branded customer service work is really about creating an organizational culture that reflects the brand. When that is accomplished, then the organization is much more likely to deliver the promise it makes with its brand. These questions are topics she deals with on a daily basis in the two companies she runs in the United States:  TMI US and TACK USA.

I hope you enjoy the podcast!