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Telstra finally engages customer service staff in the brand but what about the rest?

Customer service is a particularly tricky area for brands to build differentiation on but without the rest of the business behind the brand, it is simply another promise that can’t be delivered. Beyond sales, marketing and even customer service, you need to engage all staff…

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Time for a new tiger brand

Another post on Facebook complains about Tiger Airways. “Second flight cancelled, no info. Never flying Tiger again”. Within seconds a sense of comradely builds as other ‘friends’ join in to attack. “Missed flight due to check-in shambles. Worst airline ever, don’t fly Tiger”. “Stranded again.…

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