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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The Value Profit Chain
Part 4: Value-Centred Measurement and Recognition
As we said in the last issue, Value Profit Chain companies take great care to align measurement of staff performance and consequent recognition and reward with the organisation's values and objectives. Harvard refers to these leading organisations as 'balanced measurement companies', but regrets how few of them there are. In 'Cracking the Value Code' (New York: Harper Business 2000), authors Boulton, Silbert and Samek reported that whilst a survey of 250 top executives identified customer satisfaction and employee retention as the two top measures of value creation, they were notable by their absence from most companies' formal reporting systems.
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