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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The Gospel According to Carl (Sewell)
When Carl Sewell joined the family firm in 1967 it was third out of three Cadillac dealerships in Dallas. Today it is the biggest in America - all built on Sewell's Ten Commandments of Customer Service
When Carl Sewell joined the family firm in 1967 it was third out of three Cadillac dealerships in Dallas. Today it’s the biggest in America, $450million big, and all built on Sewell’s Ten Commandments of Customer Service. His principles work across the full market spectrum from Chevvys to Cadillacs and from Hyundais to Lexuses and will almost certainly apply just as well to solicitors, utilities, hotels, supermarkets - or any other business that wants its customers to keep coming back. In fact, ‘Customers for Life’ is what Carl Sewell has called his excellent book explaining the Ten Commandments (see below). In this article Nigel Hill examines some of the amazing customer service feats that have been perpetrated in their name.
Click here to view whole article (pdf format)
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