Rewarding Customer Satisfaction
In this article Ray Robertson, Director of Strategic Reward, sets out a four-step process to rewarding customer satisfaction and some examples of how it can work in different organisational circumstances
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10 Customer Centred Lessons
In this article Phil Dourado offers 10 lessons from the keynote speakers at this year's Customer Management Conference
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Balanced Scorecard
Article 4: Balanced Scorecard and Corporate Strategy
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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
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Understanding financial implications of customer service
This article examines case studies from a variety of industries and the financial gains and losses arising from their service delivery
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Sublimal messages and subtle cues
In this article Stakeholder examines the latest thinking with regard to Subliminal advertising
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Maximising loyalty the publishers' way
Readers of Stakeholder know the benefits of keeping customers highly satisfied - highly satisfied customers behave in a way that will benefit your business in the short and long-term
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Fast Guide
Setting Targets for Satisfaction
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Book Review
Problem Solved - Michael Johnson
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