There are several examples of how a company’s actual customer service experience impacted their brand (positively and negatively). Alan and Ed talk through some of these real-life examples and how the company’s reputation for customer service – or lack thereof – has helped create a brand image even stronger than the service it actually provides.

Alan and Ed also share their “Customer Service Story of the Month”, talking through a recent experience they each had and how the service they received made a lasting impression on them.

Ed Gagnon is the President of Customer Service Solutions, helping organizations develop long-term relationships with their clients and partnering with them to meet their core customer service needs. Learn more about Customer Service Solutions at www.cssamerica.com.

Alan Jackson is President of The Jackson Group, a survey and consulting firm specializing in employee engagement surveys, patient satisfaction surveys, market research studies and leadership development. Learn more about The Jackson Group at www.thejacksongroup.com.