The Value Profit Chain
Part 6: Making It Happen
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Case Study - Innocent
Stakeholder spoke to Ailana at their 'Fruit Towers' HQ. In this article Innocent talk about their drinks, their people, their supply chain, their brand and their customer relations.
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Annual Customer Satisfaction & Loyalty Conference 2005
This article covers the key messages from the Annual Customer Satisfaction & Loyalty Conference. A combination of insightful case studies and latest thinking developments make this a valuable day out. January 2005's conference, at Old Trafford, was the biggest yet. Speakers include Jim Burrell, Senior Vice President of European Operations for Enterprise Rent-A-Car, employee reward expert Ray Robertson, Managing Director of The Leadership Factor, Nigel Hill and youngest Brit to climb Everest Bear Grylls.
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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
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Rewards of Being an Employer of choice
Ray Robertson sets out his perspective on what it takes to become and remain an Employer of Choice.
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Never Mind The Buzzwords
Matt Hampshire puts the case for getting back to brand basics.
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Case Study - Customer Focus at Fujitsu
Jill Waud, Customer Satisfaction Manager at Fujitsu, explains how satisfaction measurement is not a cost but an investment for the future and the methods used to gather customer satisfaction data is a long way from Fujitsu's approach in the early 90's.
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Groundwork
Groundwork discusses the variety of work they undertake and the range of Stakeholders they have to work with and keep happy.
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Book Review
The One-Minute Manager, a short book by Kenneth Blanchard & Spencer Johnson
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Book Review
Who Moved My Cheese?, a short book by Spencer Johnson
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Fast Guide to Causal Reasoning
The modelling of cause and effect is a topic that tends to inspire terror in lay people. Do not worry, here's the fast guide...
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