This is an interesting analysis of branding as it might apply to higher education. The author attempts to apply what we can learn from the successful use of the Starbucks brand to the potential of branding a major university.
These two resources (from an article in the NYTimes about how to get out of a cellular phone contract) lead consumers through the dark art of working through the automated call distribution system to reach a human being inside "customer service"! A great tool to have at your fingertips...
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