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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What we call results are beginnings
In this article Stakeholder speak to Graham Parker-Gore , Head of Customer Implementation Services at Visa, about the change process his team went through to deliver their service improvements
Visa Europe is committed to providing excellent customer support for its bank members. In 2004 The Leadership Factor were commissioned to carry out an ongoing customer satisfaction measurement study on their behalf. A large-scale update survey last summer showed significant improvements in levels of service - customers noticed levels of service were even better than before. This article looks at how these changes were achieved within the company.
Click here to view the whole article (pdf format)
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