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NZ Author Of Business Book In New York Times


NZ Author Of Business Book In New York Times

A recently published international business book, co-authored by kiwi, Paul Stewart, was featured this week in the New York Times.

Paul Brown, writing for the NYT, highlighted the virtues of executives building their businesses by focusing upon delivery to their existing customers in preference to marketing to attract new customers. In this article, Brown profiles a number of books new to the market in recent months, including Branded Customer Service written by Janelle Barlow and Paul Stewart (Berrett-Koehler)

Branded Customer Service - The New Competitive Edge, was published in October 2004 and launched in 12 countries, including the US, UK, Australia and New Zealand. Publishers Berrett-Koehler (San Francisco) have since signed foreign translation rights for Spanish, Chinese and Russian.

Paul Stewart, a former Chief Economist of ANZ Bank, executive with Baycorp and now a director and partner with the international consulting and training company, TMI, collaborated with US-based Janelle Barlow (author of the business best-seller A Complaint is a Gift and, Emotional Value), to write Branded Customer Service.

Branded Customer Service is a comprehensive, practical guide that offers strategies, exercises, and real-world example of how to build cusotmer loyalty and trust by aligning customer service with brand promises. It features a number of case studies and examples from New Zealand companies.


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