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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Intuit - Reaping the Rewards of a Value Profit Chain Strategy
Businesses are bombarded nowadays with exhortations to adopt XYZ latest management technique or copetitive solution guaranteed to produce bottom-line results. Often, when challenged, proponents are hard pushed to come up with more than one convincing case study (if that!).
The Value Profit Chain is probably the best exception to this rule - featuring poster boy companies such as Southwest Airlines, IBM, Cisco and WalMart, few could argue that it is a philosophy with impeccable credentials. Intuit is one of the best examplars of Value Profit Chain values, despite the fact that they work in a market that is notoriously insensitive to end-user requirements. Their ability to differentiate themselves by making their customers' lives easier is still paying off handsomely, and makes them one of the very few companies to have beaten Microsoft in a straight fight.
Click here to view whole article (pdf format)
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