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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Government Gets It Right
In this case study Bill Self examines the things that have made government agencies in the USA better and the lessons learned as a result
In the USA, the traditional perception of gevernment agencies as bureaucratic, non-responsive and mired in red tape is rapidly changing - for the better - and their customers and employees are the direct beneficiaries. The red tape is being replaced by high performing teams whose goal it is to deliver customer satisfaction and continuous improvement.
Click here to download the whole article (pdf format)
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