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"Great customers experiences are the embodiment of the brand." Identify a company whose brand represents quality customer service. You are also required to look at the strategy they implement to maintain their brand and also state possible recommendations for them to remain relevant in the future.
References:
Shaw C., Ivens, J., (2005). Building great customer experiences
Palgrave McMillan
New York, N.Y., USA
Bank, J. (1992). The essence of total quality management. Prentice Hall: New York
Evans, J.,& Lindsay, W. (2005). The management and control of quality. Thomson/South- Western:Mason, Ohio.
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