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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It can be lonely at the top - Try listening to your friends
You'd think that in the Institute of Customer Service we'd have heard most things, but recently a fellow director heard a senior manager in an organisation (not a member of course) complain that the problem was that his organisation's reputation for good service rested in the hands of staff who were in the 'least important jobs'!
Says it all really doesn't it, but how many of you can stad up and deny that you've never thought it? Well, the dinosaurs went extict as well you know.
Jack Welch, ex-CEO of General Electric for 20 years, once said "If I had to run a company on three measures, those measures would be customer satisfaction, employee satisfaction and cash-flow." The difference was he actually meant it. The truth is that until more organisations have the nerve to believe it, and do it, they won't improve or really get the message that they COULD get, for free, every day from the staff or the customer.
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