http://disqus.com/by/markscott/enThu, 05 Feb 2009 15:06:46 -0000http://blog.stevesponder.com/?p=77#comment-5873574<p>What a great story. For me customer service is one of, if not the most powerful channel for generating brand advocacy. The challenge for leaders of brands is to firstly ensure that customer service always considered as part of the brand planning, and then, and this is the hard part, ensure its lived and breathed on a consistent basis. Just one bad experience can lead to a whole world of pain.</p>markscottThu, 05 Feb 2009 15:06:46 -0000