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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Book Review
'Good to Great' by Jim Collins
Jim Collins tells how he was provoked into writing Good to Great by a McKinsey MD who chided him that whilst Built to Last was an impressive book, it was no use to most companies, that were good, but not great. They didn't have the benefit of visionary founders like David Packard or George Merck who had shaped their values, culture and purpose from birth - in other words they had always been great. So Collins set out to determine whether companies can progress from good to great and if so how.
Click here to view whole article (pdf format)
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