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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The Balanced Scorecard
Part 3: Balanced Scorecard and Customer Measures
In the last issue of stakeholder Satisfaction, Ray Robertson explained how balanced scorecard aligns employee performance measures and rewards with the organisation's vision, strategy and values. Devised by Kaplan and Norton (Ref1) The scorecard comprises four perspectives: financial, operational, people and customer. This article examines how customer measures are incorporated in balanced scorecards.
Click here to view the whole article (pdf format)
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