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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Volume 1 Issue 3 - March 2004
The Value Profit Chain
Part 3: Treating Employees Like Customers
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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
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Making Customer Loyalty Part of Your Business Planning
According to Harvard Business School, customer loyalty is the main factor that distinguishes the top performing companies from the also-rans in most markets. In this article, Stephen Hampshire explains how to fully understand customer loyalty as the essential foundation for maximising the 3Rs of retention, referrals and related sales.
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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'!
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Case Study - Pickfords Home Moving
Pickfords Home Moving is the leading removals company in the UK. Although repeat business is not a main driver the business is strategically reliant on recommendation and reputation to generate revenue. In fact one could say that previously satisfied customers form an important part of the sales team.
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Fast Guide to Surveying Employees
What you need to know to conduct employee surveys.
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Book Review
'A New Brand World' by Scott Bedbury
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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.
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