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 - Norwich Union
Transforming 'good' customer service into 'great'
At Norwich Union Insurance we have always believed, justifiably I think, that we offer a good level of service from our customer contact centres. But that's no longer enough for our customers, for our partners or for ourselves. We want to offer a great level of service, not merely a good one.
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