The Value Profit Chain
Part 5: Customer Lifetime Value
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Case Study - What Gets Measuured Gets Done: Ensuring Customer Satisfaction at Enterprise Rent-a-car
Over the years Enterprise has built its success on a relatively simple business model that carefully balances four critical success factors - customer satisfaction, employee development and advancement, fleet growth and profitability. In practice Enterprise think of this as a virtuous circle.
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Creating a Recognition Culture
There are many types of recognition programmes in use today but few are noted for their ability to convey special recognition or improve, or sustain, high performance. Pay practices supported by recognition and celebration are inseparable partners in communicating what matters most to your organisation - its business priorities, corporate values and critically the behaviours necessary to deliver results for customers and shareholders.
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Six Key Ideas for Moving Closer to your Customers
The 2004 European Conferences on Customer Management brought together six keynote speakers to help attendees unlock transformations in how they deal with customers.
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Doing Things Differently
Innovation is crucial to the success of an organisation; even the most cursoy glance at a product/market life cycle diagram must make this obvious. But the things that foster innovation tend to be antithetical to the structures and processes of traditional business - for good reasons.
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Will you pay more for premium service?
Howard Kendall, Founder Director of the Help Desk Institute (HDI) examines the (confused) picture.
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CART: Christian African Relief Trust
In 1982 Guildford Tompkins and his wife Jean responded to a magazine appeal from a Ghanaian student by sending a box of food and clothing. A letter of thanks in return prompted them to send another. From those small beginnings the charity CART was founded and now 24 fourty foot containers are sent to Africa a year.
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Personal Impact and Effectiveness
If you knew the impact you were having on others, that would be great wouldn't it? In business what might you change and how might your outcomes be affected? Personal impact is about the ease with which we achieve our results. It includes the experience that other parties have with us.
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Fast Guide to Sampling
The process of selecting units from a population in such a way that the sample is representative of the whole population and so can be used to draw reasonable conclusions about that population.
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Book Review
'On Brand' by Wally Olins
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Corporate Social Responsibility: How would you balance it?
How would you please all your stakeolders if you were the CEO of a large multinational?
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