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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Making the Grade
Case Study on the household name that is City & Guilds
In this article Rose Moore, Marketing Intelligence Manager for City & Guilds talks about how the company strives to stay at the top of its game by reacting to and anticipating the needs of its customers. A customer satisfaction survey sits next to other research activity to feed information into ongoing iniatives to improve and make the process easier for customers.
Click here to download the whole article (pdf format)
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