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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Customer Service - Why senior management still doesn't get it after all these years, Part 2
The essence of competiive advantage resides in an organisation's ability to consistently deliver value through an appropriate and attractive service value proposition. One must, however, be aware that all business results, and therefore the ability to deliver value consistently, are functions of people working through processes. If any are dysfunctional, you'll never achieve the end objective of competitive differentiation or financial results.
One of the fundamental components of business strategy should be to create value - for key stakeholders and for achieving differentiation in the market. However, the creation of value means nothing if it cannot be delivered on a consistent basis. In the end, it is your people, as the research has shoen, who will do the most to create a "win-win" situation in each cutomer engagement day in and day out. It is your people, who even faced with dysfunctional business processes will still make heroic efforts on behalf of the customer and your organisation.
So what does "excellent service" look like?
Click here to view whole article (pdf format)
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