The Value Profit Chain
Part 2: Treating Customers Like Employees
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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!).
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Creating the Buzz
Employee motivation lies at the very heart of organisational success. Motivation is vital in any job if the individual is to perform optimally.
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Customer Service - Why Senior Management Still Doesn't Get it After all These Years!
Well, it has finally happened. I was invited to speak as a 'expert' on Customer Service for the BBC Radio 4 'You and Yours' programme just recently. I ventured forth and proceeded to amass my thoughts on a topic with which I have had the long acquaintanceship of more than 18 years.
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Fast Guide to Turning Survey Results into Action
Often the immediate challenges of organising and planning a survey, designing a questionnaire and collecting the responses can be so pressing that when the survey is finally complete the researcher feels at a loss. What now? Maintaining the momentum tha carried you through the survey process and transferring it to colleagues is extremely difficult, but vital if improvements are to be made (and noticed by customers!) in time for the update survey. We present our top ten tips for driving action.
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The Effect of Corporate Culture on Service Delivery
Organisations that provide the most successful customer service offer something a little bit extra, says Mark Greenop, Creative Director of Cragrats.
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Book Review
'The Seven-Day Weekend' by Ricardo Semler
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