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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Book Review
Simply Better: Winning and Keeping Customers by Delivering What Matters Most By Patrick Barwise and Sean Meehan
According to Barwise and Meehan, the most successful organisations accept that improving customer satisfaction as a long haul not a quick fix, stating that organisations "Must focus on what matters most to customers." They illustrate their view with the contrasting fortunes of the 3rd and 4th entrants into the UK mobile phone market.
Click here to download the whole article (pdf format)
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