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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Classic Book Review
'Built to Last' by James Collins and Jerry Porras
Often called the 'In Search of Excellence' of the nineties, 'Built to Last' was the outcome of a six year Stanford project that studied 18 'truly exceptional' companies with an average birth date of 1897. As well as following the start-up, growth and maturity phases of these 'visionary' companies, Collins and Porras added a uniquely interesting twist by comparing them with 18 good, but not exceptional competitors, to identify "the timeless management principles that have consistently distinguished outstanding companies". They conclude that most of the 'timeless management principles' are just that - common sense good practices found in great companies in the 19th as well as the 21st centuries, rather than TQM, CRM, Six Sigma flavour of the month theories.
Click here to view whole article (pdf format)
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