Branded Customer Service—The New Competitive Edge

Chapter . Notes

Introduction: On-Brand or Off-Brand

1. We have been given permission to share this research on the condition that we do not name the bank involved.

2. As quoted in an interview on NPR, September 9, 2003.

3. James H. Gilmore and B. Joseph Pine II, “The Experience IS the Marketing,” Strategic Horizons LLP, 2002.

4. See Craig Reynolds, “Boids: Background and Update,” http://www.red3d.com/cwr/boids/ and Yuhai Tu and John Toner, “How Birds Fly Together: Long-Range Order in a Two-Dimensional Dynamical XY Model,” Physical Review Letters 75 (December 4, 1995): 4326–4329.

5. Private interview, New Orleans, July 2003.

6. James Collins, Good to Great (New York: Harper Business, 2001), 14.

7. Bob Tyrell and Tim Westall, “The New Service Ethos, A Post-Brand Future—And ...