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INSIDE THIS EDITION.. Emotional Experience 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 Volume 3 Issue 1 - March 2006 Download the whole magazine The Balanced Scorecard Part 3: Balanced Scorecard and Customer Measures Bettys and Taylors Stakeholder looks at the business behind the famous brands - Bettys Cafe Tea Rooms,Yorkshire Tea and Taylors of Harrogate Coffee Engaging and Rewarding People at David Lloyd Leisure David Lloyd Leisure is the UK and Ireland's market leader in Racquets, Health and Fitness Clubs. Its mission is 'Inspire for life' Ray Robertson , Director, of Strategic Reward looks at how David Lloyd achieves this Annual Customer Satisfaction and Loyalty Conference 2006 A review of the Leadership Factor's seventh annual conference on 'customer satisfaction and loyalty' that took place on the 2nd February. Holding on to Stakeholders When It Hits The Fan Michael Bland examines crisis management and how to recover after a disaster! Complaint Research Data True or False? In this article Colin Adamson talks about the validity of complainant satisfaction surveys 5 Star Customer Management Conference Various topics were discussed at the 5 star Customer Management Conference held at the EICC in November last year ranging from the Love Zone to Funky Business. Fast Guide to Attracting and Keeping Staff Book Review Seven Secrets of Inspired Leaders - Phil Dourado & Phil Blackburn