Index
A
acknowledgment, Customer
Advanta
Advertising Age
A.I. duPont Hospital for Children
AIG
Alex’s Lemonade Stand Foundation
Alston, David
Amazon
Customer Service technology
Customer Service values
fake reviews on
reviews on
American Express
Angie’s List
apologies
Apple
brand loyalty to
Customer advocacy at
employee empowerment at
iPhone/iPad
Jobs, Steve
Apple Genius Bar
appreciation, Customer
apps
Arrington, Michael
“Ask Rick”
@YourService
approach of
Twitter handle
automated voice response (IVR)
Avenger controller. See Kotkin Enterprises
B
Baby Boomer Generation
Belkin
@BethHarte
biased reviews
blogs/blogging
“Comcast Must Die”
complaints via
employee participation in
Grannie Annie
for information sharing
plagiarism on
testimonials/sponsored ads on
Bogle, Jack
Bogleheads Unite
brand message
conveying to Customers
Customer loyalty to
negative communication in
negative image on blogs
negative passion and
perceptions about
reality vs. intended message
service, impact on
understanding your own
brand message, control of
by companies
by Customers
employees, impact on
future challenges
Brennan, Jack
British Petroleum (BP)
Brogan, Chris
“Building a Personal Brand While on the Clock” (Li)
business, social
Business Week
C
cable industry
connecting power of
Customer frustrations with
improvements in
See also Comcast
call center agents
call centers
about
employee performance metrics in
jobs as agents, difficulties of
listening programs in
managing
policies in
systems in
training in
