INSIDE
THIS EDITION..
Emotional Experience
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PLUS..
ECMW - European Customer Management World Conference
Employee Engagement
Using NLP to improve customer satisfaction
The Voice of the Customer
Fast Guide - Treating Customers Fairly
UKCSI Wave 3 Results
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Volume 1 Issue 1 - July 2003
The Value Profit Chain
Part 1: Who are the Stakeholders?
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Why Measure Importance?
Stephen Hampshire explains why a satisfaction survey that doesn’t include importance is not a satisfaction survey at all, but a performance measure.
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What is Important to Employees
Ray Robertson explains why employees’ views matter and provides examples of the most effective non-cash reward programmes for employees.
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