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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Se7en Steps to Customer Heaven
A flavour of Stephen Covey's customer centred insights that he shared at the North American Customer Management event in Orlando
Last time I looked, Dr Covey's 'Seven Habits of Highly Effective People' was still hovering near the top of the Amazon best-selling business books list, after fifteen years. And that's before he suprised us all by announcing he'd discovered an 8th Habit towards the end of last year. The new habit, fifteen years in the forging, is all about moving from 'highly effective' to great. Phew: talk about 'customer expectation level', as the author Jim Sterne calls it. So, now we have to be great.
Click here to view whole article (pdf format)
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