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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Michael Porter... on Customer Strategy
Michael Porter is coming to London in May as one of the keynotes at the European Conference on Customer Management. Here, talking to Phil Dourado of eCustomerServiceWorld, he gives you a quick preview of some of the areas he will be talking about. Porter, dubbed 'The World's No. 1 Business Thinker' by the FT, says if you don't make some customers unhappy, you've not got a customer strategy
"Customers have to be at the centre of business. But, that does not mean they are everything. So many managers say, 'Customers are everything...' That is a dangerous perspective.
CRM has brought a huge step forwards, but in many companies it is misapplied. Advances in how you deal with customers in recent years have been operational - communicating and coddling. But the strategic element has been lacking.
Serving the customer is not good for its own sake. Your Customer Management goal must be 'Serving the customer AND making a profit'.
Click here to view whole article (pdf format)
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