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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Case Study - Tibbett & Britten: The pursuit of excellence - an endless journey?
Almost 5 years ago Tibbett & Britten decided to develop and embark on a programme of change within the UK and Ireland. This was driven by the need to significantly improve the way the business was managed - to improve competitive advantage, to increase profit margins, to provide better services to customers and to attract and retain the best people. Frank Rogers and Les Flanagan explain how Tibbett & Britten developed a strategic network for achieving change.
As part of this programme we realised that continuous improvement was key and that we needed both a route map, and a means of measuring performance and progress. We adopted the EFQM Excellence Model to help provide the framework for improving our business and to monitor progress along the way.
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