From us to you
None of us have time to re-invent the Best Practice Wheel.
So, we've researched and put together some business-critical Fast Guides to help you with some of the management challenges you face in becoming a customer-centred organization.
Go on, borrow a few ideas. Impress the boss. (Oh, sorry, you ARE the boss…even better).

Health Warning
But, before you get too carried away with raising your pace to match the needs of customers in the real-time economy, read the 'health warning' guide at the end of this list. In your efforts to cram everything you can into the 1,440 minutes of each day, using technology to keep up, don't lose the plot.

Browse through and click on a title for more information.

THE DANGER OF PREJUDGING CUSTOMERS: THE MILLIONAIRE IN MUDDY OVERALLS (Source: )
CUSTOMER INNOVATION: A SHORT CASE STUDY (Source: )
MOTIVATION VERSUS MORALE (Source: )
DISNEY'S CREATIVITY STRATEGY (Source: )
EIGHT ESSENTIAL ELEMENTS OF A B2C CUSTOMER EXPERIENCE (Source: )
SEVEN ESSENTIAL ELEMENTS OF A B2B CUSTOMER EXPERIENCE (Source: )
ECMW FAST GUIDE (Source: )
HOW AMAZON, XEROX AND JAGUAR FEEL THEIR CUSTOMERS’ PAIN (Source: )
9 DELUSIONS OF MANAGEMENT BOOKS (Source: )
HOW UMPQUA BANK CREATED A CULTURE OF GREATNESS PART 2
HOW UMPQUA BANK CREATED A CULTURE OF GREATNESS PART 1
THE TROUBLE WITH SCRIPTING (Source: )
SIMPLIFY YOUR CUSTOMERS’ LIVES (Source: )
SIX WAYS TO BE STICKY (Source: )
ALLAN LEIGHTON’S 7 CS TEST (Source: )
WHAT CUSTOMERS REALLY WANT (Source: )
HOW NOT TO TREAT YOUR CUSTOMERS LIKE A HOT POTATO (Source: )
THE TWO QUESTIONS YOU NEED TO ASK (Source: )
HOW TO KICK-START CUSTOMER GOALS (Source: )
LOOK WHAT VIRGIN HAS DONE NOW! (Source: )
THE PEAK END RULE OF DESIGNING A CUSTOMER EXPERIENCE
DON’T LEAVE CUSTOMERS AND EMPLOYEES HELPLESS
WHY CUSTOMER PREFERENCE RESEARCH GETS IT WRONG
HOW CHOICE DEMOTIVATES CUSTOMERS
TRUTH, LIES AND CUSTOMER-FOCUSSED TURNAROUNDS (Source: )
THE NUMBER 1 REASON FOR FAILURE (Source: )
ONLY CUSTOMERS CAN MAKE YOU NUMBER ONE: SIR TERRY LEAHY OF TESCO (Source: )
CULTURE CHANGE: DRAW ON THE BEST OF THE PAST (Source: )
HOW TO LAUNCH A PREMIUM BRAND (Source: )
C. K. PRAHALAD: CUSTOMER-CENTRED DOES NOT MEAN WHAT YOU THINK IT DOES
KEN BLANCHARD’S WAKE-UP CALL (Source: )
KEN BLANCHARD ON DUCKS AND EAGLES (Source: )
BLANCHARD ON HOW TO CREATE RAVING FANS (Source: )
CUSTOMER JOURNEY MAPPING (Source: )
WHAT’S YOUR CUSTOMER MANIFESTO?
WHAT DO YOU SOUND LIKE TO CUSTOMERS?
IMPROVISATION AND CUSTOMER SERVICE
DON PEPPERS’ LAWN-MOWER STORY (Source: )
HOW TO CREATE CUSTOMER EVANGELISTS (Source: )
SEVEN LESSONS FROM FIRST DIRECT (Source: )
BUILD IN A ‘RED FLAG’ MECHANISM (Source: )
MANAGE BY WALKING AWAY (Source: )
GENERATE LEGENDS WITHOUT BREAKING THE BANK (Source: )
WORK HORIZONTALLY TO MAKE LIFE EASIER FOR CUSTOMERS (AND YOU) (Source: )
ANSWER THE PHONE (Source: )
WHY CUSTOMERS LIE
LEARN THE ‘PEAK-END’ RULE (Source: )
CHANGE THE QUESTION (Source: )
DON’T PREDICT THE FUTURE FOR 2007. SEE THE PRESENT. (Source: )
A 60 SECOND LEADER TALE: WHY YOUR RECRUITMENT SUCKS (Source: )
A 60 SECOND LEADER TALE: WHAT CAN’T YET BE MEASURED DOESN’T GET DONE (Source: )
A 60 SECOND LEADER TALE: THE ACCIDENTAL INNOVATOR. (Source: )
TIPPING POINT LEADERSHIP: HOW TO GET BOSSES CLOSE TO THE CUSTOMER (Source: )
HOW CUSTOMERS THINK: SIX MARKETING MISTAKES (Source: )
THREE TOP TIPS FROM JEANNE BLISS (Source: )
RON KAUFMAN: TWO MORE UP YOUR SERVICE TIPS (Source: )
FAST GUIDE: HOW TO BE LIKE WALT (PART 2) (Source: )
GIVE PEOPLE THE AUTHORITY TO SAY YES (Source: )
PETER SENGE ON WHY CHANGE FAILS (Source: )
MICKEY’S TEN COMMANDMENTS (Source: )
THE SECRET OF HAPPINESS IS… (Source: )
FAST GUIDE: FOUR MORE LESSONS FROM RICHARD BRANSON (Source: )
BE THE TICKET GUY: STEVE HARPER ON HOW NOT TO BE A COMMODITY SUPPLIER (Source: )
SEVEN ‘LOYALTY TRUTHS’ FROM THE BOOK LOYALTY MYTHS (Source: )
CULTIVATING LEADERSHIP (Source: )
FIVE LESSONS FROM RICHARD BRANSON (Source: )
HOW TO BE LIKE WALT DISNEY (PART 1) (Source: )
HOW TO LEAD WHEN YOU’RE NOT THE BOSS (Source: )
RON KAUFMAN’S TOP TEN TIPS TO BUILD A SUPERIOR SERVICE CULTURE (PART ONE, THE FIRST FIVE) (Source: )
ABRAHAM LINCOLN AND THE FOLDED PIECE OF PAPER: HOW GREAT LEADERS CONNECT (Source: )
MARCUS BUCKINGHAM: WHAT DO GOOD MANAGERS DO DIFFERENTLY? (Source: )
FAST GUIDE: WHY YOUR CUSTOMER RESEARCH DOESN’T WORK (Source: )
MARCUS BUCKINGHAM ON HOW TO BE A GREAT MANAGER (Source: )
FIRST DIRECT BANK'S REAL ‘ULTIMATE QUESTION’ YOU NEED TO ASK CUSTOMERS (Source: )
HOW NOT TO TREAT YOUR CUSTOMERS: AOL REP WON’T LET CUSTOMER QUIT (Source: )
WHY YOUR CUSTOMER RESEARCH DOESN'T WORK (Source: )
THE REAL ‘ULTIMATE QUESTION’ YOU NEED TO ASK CUSTOMERS (Source: )
NAPOLEON HILL’S SIX STEPS TO ACHIEVING YOUR GOAL (Source: )
MALCOLM GLADWELL: ‘WHY CUSTOMER RESEARCH GETS IT WRONG’ (Source: )
HIRE SLOW SAYS CHIP BELL (Source: )
HOW TO LEAD CHANGE WHEN YOU AREN’T THE BOSS (Source: )
WHAT MAKES MANAGERS GREAT? (Source: )
JIM CLEMMER ON ‘LEADER OR MANAGER?’ (Source: )
THE ECSW.COM ‘SEE, FEEL, THINK, DO’ QUIZ
FAST GUIDE TO USING THE SEE, FEEL, THINK, DO PRINCIPLES TO CREATE CUSTOMER-FOCUSSED BUSINESS IDEAS (Source: )
PHILIP KOTLER’S FIVE TIPS FOR MARKETING SUCCESS (Source: )
THE SEVEN PHILOSOPHIES FOR BUILDING GREAT CUSTOMER EXPERIENCES
HOW NOT TO INCENTIVIZE YOUR CONTACT CENTER AGENTS (Source: )
HOW HERB KELLEHER DEALT WITH AN UNHAPPY CUSTOMER (Source: )
HOW AN UNANSWERED PHONE STARTED VIRGIN ATLANTIC (Source: )
TALK TO CUSTOMERS WHEN THEY ARE WAITING
MORE IKEA SECRETS (Source: )
GET HUMAN: ANSWER THE PHONE
THE LEXUS AND THE MERCEDES (Source: )
LEAD LIKE BRANSON (Source: )
RON KAUFMAN SAYS GET YOUR CUSTOMERS TO SCOLD YOU (Source: )
10 SHORT STORIES ABOUT THE WORLD’S RICHEST MAN (Source: )
HOW IKEA INNOVATES FOR CUSTOMERS (Source: )
CUSTOMER CENTRED BEER? KARAN BILIMORIA’S IPH (IDEAS PER HOUR) CULTURE (Source: )
JACK WELCH SAYS ‘MANAGE LESS TO MOVE UP TO THE NEXT LEVEL’ (Source: )
24 LESSONS FROM JACK WELCH (Source: )
YOUR 2006 HIGH PERFORMANCE CHECKLIST (Source: )
12 KEY INGREDIENTS FOR A HIGH-PERFORMING ORGANIZATION (Source: )
10 TIPS FROM JACK WELCH (Source: )
IS YOUR CUSTOMER EXPERIENCE A 3-HUMP CAMEL? (Source: )
A FAREWELL TO PETER DRUCKER (Source: )
FORGET MONEY. FOCUS ON PRAISE. (Source: )
HOW TO ‘CLICK’ WITH CUSTOMERS (Source: )
JULIAN RICHER’S TEN WAYS TO IMPROVE YOUR BUSINESS TODAY (Source: )
SEVEN SECRETS OF CUSTOMER-CENTERED LEADERS (Source: )
FIVE NEW LAWS OF VALUE CREATION (Source: )
SEE FOR YOURSELF: THE LIMITS OF HARD DATA (Source: )
TEN SOUTHWEST PRACTICES (Source: )
HOW TO DO A ‘ONE MINUTE PRAISING’ (Source: )
RUDY & THE SKWEEGEE MEN. THE POWER OF QUICK WINS. (Source: )
MALCOLM GLADWELL ON HOW TO START CUSTOMER EPIDEMICS (Source: )
THE NUMBER 1 REASON BIG CHANGE FAILS (Source: )
GALLUP’S Q12: THE TWELVE QUESTIONS YOUR PEOPLE NEED ANSWERED (Source: )
EDWARD DE BONO’S SIX HATS (Source: )
PHILIP KOTLER’S TEN DEADLY MARKETING SINS (Source: )
DO YOUR PEOPLE KNOW WHO YOU ARE? (Source: )
WHAT KIND OF LEADER ARE YOU? (Source: )
NO SUCH THING AS THE AVERAGE CUSTOMER (Source: )
ASK YOUR EMPLOYEES WHAT THEY THINK (Source: )
SETH GODIN ON HOW TO BE DIFFERENT (Source: B>SOURCE: Seth Godin. Some of the above is from talks he has given at our events. The rest is from his book 'Purple Cow: Transform your business by being remarkable', which you can buy in our on-line bookshop, run in conjunction with Amazon. Just clic)
ONE SIZE DOESN’T FIT ALL : SEGMENTATION RELIES ON DETAILED CUSTOMER DATA (Source: )
HAMEL & PRAHALAD’S EIGHT QUESTIONS FOR YOUR SENIOR MANAGEMENT TEAM (Source: )
HOW YELL WON THE EUROPEAN QUALITY AWARD TWICE (Source: )
THREE TIPS FROM AMAZON’S FIRST GLOBAL CUSTOMER SERVICES VP (Source: )
SIMON WOODROFFE ON HOW TO INVENT FOR CUSTOMERS (Source: )
THE QUALITIES OF AN INSPIRED LEADER (Source: )
WILLIAM MCKNIGHT’S MANAGEMENT PRINCIPLES & 3M’S CORPORATE CULTURE (Source: )
SERVANT-LEADERSHIP EXPLAINED (Source: )
THE ONE MINUTE REPRIMAND: (Source: )
HOW TO PILOT: THINK BIG, START SMALL, SCALE FAST (Source: )
JOHN TSCHOHL’S FAST GUIDE TO SERVICE RECOVERY (AND THE IMPORTANCE OF THAT FIRST 60 SECONDS) (Source: )
THE WAY WE DO THINGS AROUND HERE (Source: )
UK CUSTOMER CARE 2005 SURVEY FINDINGS (Source: )
THE ONE THING YOU NEED TO KNOW (Source: )
REALITY BITES. WHY YOU NEED TO CONFRONT REALITY. (Source: )
TRIAD POWER: IMPROVING CUSTOMER CAPITAL BY ENDING DEPARTMENTAL RIVALRY (Source: )
TESCO'S SECRET WEAPON (Source: )
LET EMPLOYEES RECRUIT THE BOSS (Source: )
MARKETING GENIUS (Source: )
SOUTHWEST’S PROBLEM SOLVERS (Source: )
MANAGING THREE PHASES OF CHANGE (Source: )
WHY DILBERT IS WRONG (Source: )
LIVING LEADERSHIP: STEVE SIMPSON ON JACK WELCH (Source: )
THE ART OF APOLOGY (Source: )
DESIGN TO DISPLEASE (Source: )
THE DREAM SOCIETY: SIX CUSTOMER PROPOSITIONS FOR 2005 (Source: )
UNCONVENTIONAL SURVEYS
HOW TO RESEARCH THE FUTURE (Source: )
WHAT CUSTOMERS DESIRE (Source: )
CREATE YOUR OWN LUCK FOR THE NEW YEAR (Source: )
HOW TO BE A MAVERICK (Source: )
HOW TO BUILD YOUR BUSINESS FROM THE CUSTOMER UP (Source: )
GORDON RAMSAY’S CUSTOMER RULES (Source: )
JOHN TSCHOHL’S HOLIDAY SEASON BILL OF CONSUMER RIGHTS (Source: )
TOP TEN TIPS FOR MAKING A PITCH (TO CLIENTS, YOUR BOSS, YOUR BOSS¹S BOSS OR YOUR BOARD) (Source: )
8 SIMPLE STEPS TO PLEASING THE CUSTOMER (Source: )
HOW TO BE LIKE TIGER WOODS (Source: )
THE 'E' WORD (Source: )
10 TIPS TO BEAT FRONTLINE BLUES (Source: )
TOP 5 BARRIERS TO CAREER PROGRESS (Source: )
PROTECTING PREGNANT EMPLOYEES (Source: Union of Shop, Distributive and Allied Workers)
EDUCATING CUSTOMER FACING STAFF (Source: JoAnna Brandi)
THE COMPLAINING RELATIONSHIP (Source: Michael Hill)
HOW DOES SINGAPORE AIRLINES FLY SO HIGH? (Source: Ron Kaufman)
E-MARKETING (Source: Jurek Leon)
MAKING THE MOST OF 'TEACHABLE MOMENTS' (Source: JoAnna Brandi )
BUILDING A HAPPINESS CENTRED BUSINESS (Source: Jurek Leon )
15 TIPS FOR RESPONSIBLE COMPUTING (Source: Cutter Consortium Business Technology Council)
ADOPTION, DEVICE OWNERSHIP, AND ONLINE BEHAVIOR OF CONSUMERS: 2004-2009 (Source: Forrester Research Inc.)
FINANCIAL SERVICE COMPANIES 2004 ONLINE CUSTOMER RESPECT STUDY (Source: The Customer Respect Group)
CUSTOMER CARE 2004 (Source: Customer Care Alliance)
EMPLOYERS AND FLEXIBLE WORKING RIGHTS (Source: The Chartered Institute of Personnel and Development )
EMPLOYEE COUNSELLING (Source: ComPsych Corporation)
ATTITUDE RULES OK! (Source: Jeff Wolfin)
STRESS-RELATED ABSENCE (Source: Chartered Institute of Personnel and Development’s (CIPD) )
INTELLECTUAL PROPERTY LOSS AND WEBMAIL (Source: Orchestria)
FIVE RULES TO DETECT AND AVOID PHISHING SCAMS (Source: TRUSTe)
CRM METRICS AND THE MYTH OF BENCHMARKS IN BANKING (Source: TowerGroup)
THE SECURITY RISKS INVOLVED IN OUTSOURCING (Source: Gartner Inc.)
BEING A CHIEF INFORMATION OFFICER OR CORPORATE RISK MANAGER? (Source: Cutter Consortium)
OPEN COMMUNICATION WITH CUSTOMERS (Source: Colin Shaw)
ENTERPRISE PORTAL BEST PRACTICE (Source: META Group)
HOW NOT TO SPAM (Source: ExactTarget)
LEADING BY EXAMPLE – THE ONLY WAYS TO SLASH CORPORATE COSTS (Source: Gartner)
2004 BRANDWEEK CUSTOMER LOYALTY AWARDS (Source: Brandweek)
TEN KEY GUIDELINES FOR SUCCESSFUL CONVERGENCE (Source: Sabio)
NEAR-TERM GROWTH OF OFFSHORE ACCELERATING (Source: Forrester Research, Inc.)
TEN TIPS FOR TEAMING UP WITH FEMALE CUSTOMERS (Source: Tracey Paradiso)
IDC'S 2004 SYSTEMS SURVEY (Source: IDC)
EMPLOYEE SICKNESS (Source: ComPsych Corporation)
TOP TEN TIPS TO MAKE OFFSHORE WORK (Source: Rockwell FirstPoint Contact)
ENTERPRISE APPLICATION STRATEGIES META TRENDS (Source: META Group)
GLOBAL SOURCING TRENDS AND OUTCOMES (Source: Hewitt Associates )
PRACTICE MAKES PERFECT? PERHAPS. PRACTICE MAKES PROFIT? YOU BET! (Source: JoAnna Brandi and Pete Winemiller)
THE (UK) CORPORATE RESPONSIBILITY INDEX (Source: The Business in the Community Group)
STRENGTHENING CORPORATE PHYSICAL AND CYBER SECURITY (Source: The Business Roundtable )
BACKING WORK/LIFE BALANCE (Source: Croner)
WIN BACK MORE LOST CONSUMERS (Source: CentrPort Inc.)
THE STUDY OF BRITISH CUSTOMER CARE (Source: Customer Care Alliance (CCA) )
'MUST DO' CIO RESOLUTIONS FOR 2004 (Source: Gartner, Inc.)
TOP TIPS FOR BETTER TELEMARKETING (Source: Adrian Ingham of The Listening Company)
COMPLAINT HANDLING IS EASY – JUST MAKE IT MEMORABLE (Source: Colin Marvell )
MAKING EVERYDAY VALENTINE’S DAY FOR CUSTOMERS & STAFF (Source: JoAnna Brandi)
BUILDING TRUSTED RELATIONSHIPS WITH CUSTOMERS (Source: Accenture)
COMMITTING TO SERVICE AS A BUSINESS STRATEGY (Source: Marilyn Currie and eCustomerServiceWorld.com)
TOP 10 SALES TRENDS (Source: CSO Insight)
AGEISM IN THE WORKPLACE (Source: Cranfield School of Management)
BRAINBENCH'S 2003 IT SALARY SURVEY REPORT (Source: Brainbench )
TOP TECHNOLOGY TRENDS FOR 2004 (Source: Forrester Research, Inc. )
2003 SALARY SURVEY (Source: Help Desk Institute (HDI))
RON KAUFMAN’S SECRETS OF SUPERIOR SERVICE (Source: Ron Kaufman )
HR SERVICE DELIVERY (Source: Xchanging.com)
SHARON DREW MORGEN’S CUSTOMER SERVICE TIPS (Source: Sharon Drew Morgen)
HOW GREAT DECISIONS GET MADE (Source: Don Maruska)
STANDARDS FOR LEGITIMATE E-MAIL MARKETING PRACTICES (Source: Direct Marketing Association (The DMA))
A REWARDING EXPERIENCE? (Source: Maritz Poll)
DESIGNING TO BE DIFFERENT (Source: Peter Fisk for PA Consulting Group)
TEN WAYS TO "SCREW UP" YOUR CUSTOMER EXPERIENCE (Source: Shaun Smith for The Forum Corporation)
EMPLOYEE STRESS (Source: ComPsych Corporation)
EIGHT-POINT CHECKLIST FOR CRISIS COUNSELLING (Source: ComPsych Corporation)
INTRODUCING A CUSTOMER EXPERIENCE ENGINEER INTO YOUR ORGANIZATION (Source: Dr. Jodie Monger)
WHY SERVICE IS CONSISTENTLY LOUSY (Source: John Tschohl )
DISNEY’S CUSTOMER EXPERIENCE (Source: Phil Dourado)
A SHIFT IN AGENDA: MORE COMPANIES OUTSOURCE FOR STRATEGIC VALUE THAN TO CUT COSTS (Source: Accenture)
SOUTHWEST AIRLINES' BUSINESS STRATEGY (Source: John Tschohl )
FRED’S SIX LOYALTY RULES (Source: Phil Dourado & Frederick Reichheld)
EXPERIENCING THE BRAND (Source: The Forum Corporation)
RESOLVING ISSUES IN THE WORKPLACE (Source: Dr. Barton Goldsmith )
EIGHT TRAITS OF A HEALTHY ORGANIZATIONAL CULTURE (Source: Institute for Business, Technology, and Ethics (IBTE))
THE BANYAN TREE BRANDED CUSTOMER EXPERIENCE (Source: The Forum Corporation)
SIX SIGMA IN YOUR COMPANY – NOW IN YOUR CONTACT CENTER (Source: Dr. Jodie Monger)
CUSTOMER EXPERIENCE ECONOMICS (Source: The Forum Corporation)
CUSTOMER RESPECT IN TRANSPORTATION, DISTRIBUTION & LOGISTICS FIRMS (Source: The Customer Respect Group)
ACHIEVING DOUBLE-DIGIT GROWTH (Source: Michael Treacy)
ATTITUDES AND BEHAVIOR (Source: John Tschohl)
IT DISASTER RECOVERY BASICS (Source: VERITAS Software)
THE THINKING OF PROF. GARY HAMEL (Source: Gary Hamel)
THE TOP 10 RULES FOR SUCCESSFUL EMAIL MARKETING (Source: John McCabe)
THE GENERAL ELECTIRC (GE) KEY ELEMENTS OF QUALITY (Source: General Electric)
FEELING GOOD ABOUT YOURSELF (Source: John Tschohl)
SIX SIGMA CUSTOMER EXPERIENCES (Source: Chris Daffy, UK service consultant and speaker)
UK COMPLAINTS CULTURE SURVEY (NCCS) (Source: TMI)
STANDING OUT: OR BE FORGOTTEN (Source: David and Lorrie Goldsmith )
DESTROYING ORGANIZATIONAL EFFECTIVENESS (Source: Rob Lebow and Randy Spitzer)
TOP 10 TRICKIEST SUBJECT LINES THAT CON VICTIMS INTO OPENING EMAIL (Source: FrontBridge Technologies)
THE IMPACT OF SPAM ON PRODUCTIVITY (Source: Nucleus Research)
A SUCCESSFUL CUSTOMER SERVICE WEEK (Source: Dartnell Corp)
WEIRD IDEAS THAT WORK (Source: Professor Robert Sutton)
CRACKING THE CORPORATE CULTURE CODE (Source: Steve Simpson)
CREATING CUSTOMER DELIGHT (Source: Andy Hanselman )
CREATING TIME (Source: Value Partnership Ltd)
5 KEY RULES FOR SUCCESSFUL IVR (Source: Sabio)
SIX SECRETS OF THE BRANDED CUSTOMER EXPERIENCE (Source: Shaun Smith and Joe Wheeler )
“TRENDSETTER BAROMETER” ON BOOSTING BUSINESS (Source: PricewaterhouseCoopers)
WHY SERVICE STRATEGIES FAIL (Source: John Tschohl )
WHY CEOS FAIL: THE 11 DEADLY SINS (Source: David L. Dotlich and Peter C. Cairo )
OUR VALUES ARE CLEAR. THEY ARE, ER, UM… (Source: Colin Shaw and John Ivens)
CULTIVATING THE CONTACT CENTER TO GROW YOUR ASSET BASE (Source: Dr. Jodie Monger)
THE TEN THINGS PEOPLE WANT MOST IN THEIR JOBS (Source: Joe Phelps )
7 STEPS TO SERVICE RECOVERY (Source: Nancy Friedman )
MOTIVATE YOUR CSRS WITH REAL-TIME CUSTOMER “LETTERS” (Source: Dr. Jodie Monger)
HOW TO MANAGE THE DREAM (Source: Warren Bennis, from his book Old Dogs, New Tricks)
HOW TO DUMP YOUR CUSTOMERS (Source: Andy Hanselman )
DANGEROUS INTERPRETATIONS: (IMPROPER SURVEYS METHODS = INVALID RESULTS) (Source: Dr. Jodie Monger)
A QUICK Q&A WITH TOM PETERS (Source: Tom Peters)
THE FOUR QUALITIES OF A 21ST CENTURY LEADER (Source: Warren Bennis )
GOOD (NOT GREED) IS NOW GOOD (Source: Tim Sanders )
CHARACTERS WITHIN CUSTOMER SERVICE (Source: Steve Simpson & The Australian Customer Service Association )
MCLARD OR MCLEAN? HOW MCDONALD’S GOT IT WRONG (Source: Kjell Nordström)
MANAGING SATISFACTION WITH THE COMPANY FROM THE CONTACT CENTER SEATS (Source: Dr. Jodie Monger)
CRM IS NOT ENOUGH IN 2003 (Source: Tom Peters)
MARKETING UNDER SIEGE (Source: The CMO Council)
HUMAN CAPITAL PRACTICES THAT CREATE GREATER SHAREHOLDER VALUE (Source: Watson Wyatt & Company)
A Q&A WITH THE KING OF STRATEGY (Source: Professor Michael Porter)
THERE’S NO SUCH THING AS A MCLEADER (Source: Warren Bennis )
HOW TO TURN A PYRAMID (Source: John Timpson)
ALIGNING THE ORGANIZATION TO THE CUSTOMER (Source: PricewaterhouseCoopers)
TOP 10 CONSUMER COMPLAINT CATEGORIES IN 2002 (Source: U.S FEDERAL TRADE COMMISSION )
GAINING SYNERGY THROUGH RELATIONSHIPS (Source: David A. Goldsmith & Lorrie Goldsmith)
HOW TO HOLD AN EXPERIENCE BRAINSTORM (Source: Jeanne Bliss)
INTELLIGENT CHANNELS (Source: Peter Fisk)
EXCELLENCE IN CUSTOMER SERVICE (Source: John Tschohl )
HEALTH & SAFETY - WORK RELATED STRESS (Source: Health and Safety Executive (HSE))
ECUSTOMERSERVICEWORLD’S TWELVE TOP TIPS FOR 2003 (Source: eCustomerServiceWorld.com )
MBSA OR MANAGEMENT BY STORYING AROUND (Source: Phil Dourado and Tom Peters)
WHY THE MOMENTS OF TRUTH ARE ALIVE AND WELL (Source: Jeanne Bliss )
CRM IN CANADA (Source: The Canadian Marketing Association)
JOHN TSCHOHL’S GUIDE TO EMPOWERMENT (Source: John Tschohl )
THE CONSUMER IS YOUR DAUGHTER (Source: Phil Dourado)
GREAT CUSTOMER SERVICE THROUGH AN EMPOWERING CORPORATE CULTURE (Source: Tony Newby and Sean McManus)
CONSUMER ATTITUDES TO INNOVATION (Source: Accenture’s Institute for Strategic Change)
CUSTOMER SERVICE TRAINING (Source: CRL Solutions)
THE SEVEN GOLDEN RULES FOR SUCCESSFUL CRM (Source: Richard Smith)
STOP ASKING PERMISSION (Source: Tom Peters and Phil Dourado)
THE TOP TEN CONFERENCE INSIGHTS ON…’DIFFERENT, NOT BETTER’ (Source: Mashed together by Phil Dourado )
IMPROVING CUSTOMER SERVICE: FIVE GOOD STRATEGIES (Source: The Wise Marketer / Robin Clark)
REWARDING ALL YOUR EMPLOYEES (Source: John Timpson)
ENGAGING PEOPLE IN THE BUSINESS STRATEGY (Source: Value Partnership Ltd)
EIGHT GUIDELINES FOR RAISING THE PROFILE OF CUSTOMER CARE (Source: John Kemp)
JILL GRIFFIN’S TWELVE LAWS OF LOYALTY (Source: Jill Griffin)
CALL/CONTACT CENTRE COSTINGS (Source: ContactBabel)
DELIVERING SEAMLESS CUSTOMER EXPERIENCES (Source: Peter Fisk)
WHY CHANGE FAILS (Source: BULLETPOINT Communications Ltd)
THE ELEVEN COMMANDMENTS OF E-MAIL (Source: Harvard Management Communication Letter)
GET YOUR COMPANY A WORLD CLASS ROLE MODEL (Source: John Tschohl )
TEN WAYS TO…KEEP STAFF MOTIVATED (Source: Guy Browning )
U.S. COMPENSATION PLANNING STATISTICS FOR 2003 (Source: Mercer Human Resource Consulting )
WORK LIFE BALANCE & FAMILY FRIENDLY POLICIES IN CALL CENTRES (Source: The Communication Workers Union)
ENCOURAGE FIRST-TIME CUSTOMERS TO RETURN (Source: Jill Griffin )
PRIVACY & SECURITY ISSUES AT WORK (Source: Privacy & American Business)
FIVE WAYS TO TURN CRM INTO CUSTOMER LOYALTY (Source: Chris Moloney )
SHARING BAD NEWS (Source: The Mind Gym)
LETTING YOUR EMPLOYEES RUN THE BUSINESS (Source: John Timpson)
LEADING OR MANAGING? (Source: MARCUS BUCKINGHAM AND CURT W. COFFMAN)
FIVE TIPS ON REWARDING YOUR CUSTOMER SERVICE REPRESENTATIVES (Source: The Customer Service Group)
THE SECRETS TO FINDING AND KEEPING THE BEST EMPLOYEES (Source: Craig Harrison)
FIVE MORE STEPS TO A PEAK PERFORMANCE ORGANISATION (Source: Compiled by the Leadership and Staff at Farrelly Facilities & Engineering Ltd)
FIVE STEPS TO A PEAK PERFORMANCE ORGANISATION (Source: Compiled by the Leadership and Staff at Farrelly Facilities & Engineering Ltd)
PSYCHOMETRIC TESTS FOR EMPLOYEES (Source: OPP)
A BRAND MANNERS AGENDA FOR THE MARKETING DIRECTOR (Source: Hamish Pringle and William Gordon)
THE EIGHT BUILDING BLOCKS OF CRM SUCCESS (Source: Gartner Inc.)
MANAGING YOUR CALL CENTER TEAM (Source: The Florida Corporate Training Center)
THE FOUR KEYS TO GREAT MANAGEMENT - HOW GREAT MANAGERS UNLOCK THEIR EMPLOYEES' POTENTIAL (Source: MARCUS BUCKINGHAM AND CURT W. COFFMAN )
12-STEP METHOD TO FUN IN THE WORKPLACE (Source: Dave Hemsath)
STANFORD'S GUIDELINES FOR WEB CREDIBILITY (Source: Stanford Persuasive Technology Lab., Stanford University)
CREATIVE STRATEGIES FOR SERVICE EXCELLENCE (Source: Dr. David Freemantle)
DEALING WITH COMPLAINTS (Source: Roger Cartwright )
WHAT PREVENTS A COMPANY FROM BECOMING CUSTOMER-FOCUSED? (Source: Sonia Cottrell)
‘STUPID RULES’ (Source: John Tschohl)
KEEPING YOUR CONTACT CENTRE STAFF (Source: Chey Garland)
THE WAL-MART CULTURE (Source: Wal-Mart Inc)
WHY IS DETERMINING THE ROI OF CRM SO HARD? (Source: Akibia Consulting)
THE POWER OF FUN AT WORK (Source: Dave Hemsath)
THE CUSTOMER WAR ZONE (Source: Jurek Leon )
MEASURING CUSTOMER SATISFACTION - THE VIEWS OF CUSTOMER SERVICE PROFESSIONALS (Source: John Kemp, Principal, CRL Solutions Ltd)
THE CUSTOMER EXPERIENCE: SEVEN STEPS TO UNCOMMON PRACTICE (Source: Shaun Smith and Andy Milligan)
THE PROBLEM WITH LOYALTY LADDERS : NEW RESEARCH SHOWS A FLAW IN THE THINKING (Source: Clive Humby, Chairman, Dunnhumby, who developed the Tesco Clubcard. )
MEASURE AND BUILD CUSTOMER LOYALTY ONLINE IN 10 STEPS (Source: John Chisholm)
BRIDGING THE GAP: WHY CONSUMER COMPANIES SHOULD LINK CUSTOMERS WITH SUPPLIERS (Source: Deloitte Research)
ICSA/TARP BENCHMARKING STUDY OF ELECTRONIC CUSTOMER CARE (Source: ICSA and TARP)
SAM WALTON’S RULES FOR BUILDING A BUSINESS
HOW COMPANIES FIND AND KEEP BEST EMPLOYEES (Source: Leon Martel, The Conference Board)
WHY PEOPLE STAY (Source: Beverly Kaye and Sharon Jordan-Evans)
MICHAEL PORTER’S THREE WAYS OF DEALING WITH INCREASED CUSTOMER POWER (AN INDUSTRY PERSPECTIVE) (Source: Michael Porter )
UK CALL CENTRE QUALIFICATIONS (Source: )
STARBUCKS: MISSION STATEMENT AND GUIDING PRINCIPLES (Source: Tony Mosely )
HARD-LINE BENEFITS OF FUN (Source: Kevin and Jackie Freiberg)
WHY CUSTOMER PANELS AREN’T ENOUGH: BUILDING A MULTI-CHANNEL LISTENING SYSTEM (Source: Feargal Quinn)
THE BOTTOM-LINE IMPACT OF CUSTOMER LOYALTY (Source: Stephan Butscher)
DISCOVER WHAT THE CUSTOMER WANTS (Source: Luke Medley and the UK’s Customer Service Network. )
THE QUALITY OF CUSTOMER SERVICE TODAY (Source: John Kemp, Respond UK )
THE FEDEX REWARD AND RECOGNITION PROGRAMME (Source: Tony Mosely)
FIELD LEADERS AND THEIR RECIPES FOR SUCCESS (Source: Professor John A Murphy)
COUNTDOWN TO CUSTOMER FOCUS (Source: Best Practices, LLC)
JOANNA BRANDI’S ‘DEVOTION IN ACTION’ (Source: JoAnna Brandi)
THE IMPORTANCE OF CUSTOMER RELATIONSHIP MANAGEMENT TO CUSTOMER SERVICE (Source: John Kemp & Marcus Purnell)
COPYING XEROX (Source: Peter Garcia )
EMPOWER YOUR EMPLOYEES (Source: John Tschohl)
“PERCEIVED INDIFFERENCE” AS A VIABLE BUSINESS STRATEGY? (Source: Christopher L. Caldwell )
CUSTOMER SERVICE FALLACIES AND FACTS (Source: John Tschohl )
ROBERT SPECTOR’S FIVE KEY ELEMENTS OF SEAMLESS CUSTOMER SERVICE (Source: Robert Spector)
ROBUST CUSTOMER SATISFACTION MEASUREMENT (Source: Stephen Hampshire )
BUSINESS UNCERTAINTY (Source: Peter Fisk)
7 FUNKY CUSTOMER MANAGEMENT STRATEGIES (Source: Kjell Nordstrom)
HOW CUSTOMER-ORIENTATED IS YOUR ORGANISATION? (Source: Colin Bates and Sarah Cook)
MOBILE TECHNOLOGY HOT TOPICS FOR 2002 (Source: Deloitte Consulting )
FLEXI WORKING (Source: Geoffrey Paterson )
MANAGING TRUST (Source: Jody Urquhart)
THE GOLDEN RULES OF CRM (Source: Ray Perry)
GUY KAWASAKI’S GUIDE TO SERVICE RECOVERY (Source: Guy Kawasaki)
QUICK TIPS FOR IMPROVING COURTESY TO CUSTOMERS (Source: U.S. Government)
EMPLOYEE EMPOWERMENT (Source: U.S. Government)
DISENGAGING! - FREEING OURSELVES FROM UNRELENTING CUSTOMERS (Source: Craig Harrison)
A PERSONAL SUCCESS PLAN FOR EXCELLENCE IN CUSTOMER SERVICE (Source: John Tschohl)
THE FIVE KEY CHARACTERISTICS OF A CUSTOMER-CENTRED LEADER (Source: Robert McIntosh, taken from his book 'Where Did I Put That Cattle Prod?')
WORKPLACE CYNICISM (Source: Jill Sweatman )
THE KEYS TO NORDSTROM’S SUCCESS (Source: Robert Spector and Patrick D. McCarthy)
THE COMPONENTS OF SOUTHWEST AIRLINES’ CULTURE (Source: Kevin and Jackie Freiberg)
STEPHEN COVEY ON HOW TO ACHIEVE 'CUSTOMER SYNERGY' (Source: Stephen Covey, author of The Seven Habits of Highly Effective People)
LISTENING FROM THE TOP (Source: Feargal Quinn )
CHANGE MANAGEMENT: LOW TECH, HIGH CONCEPT (Source: Dailey & O'Brien, Inc)
'TREAT CUSTOMERS AS CELEBRITIES' SAYS THE WORLD'S FUNKIEST BUSINESS GURU (Source: Kjell Nordstrom, author of Funky Business)
WHO'S THE BEST? UNISYS/MANAGEMENT TODAY SERVICE EXCELLENCE AWARDS WINNERS 2001 (UK) (Source: Management Today September issue)
CALL CENTERS: EXECUTIVE INSIGHTS FOR EXCELLENCE (Source: Best Practices, LLC)
SO MUCH E-MAIL, SO LITTLE MANAGEMENT (Source: IMT Strategies )
STRATEGY DEAD? THAT'S WHAT YOU THINK... (Source: Michael Porter)
THE ONLY WAY TO WIN IN 21C (Source: Kjell Nordstrom)
COUNTING THE COST OF STAFF TURNOVER (Source: Marc Jantzen & Elke Anderson )
BEST PRACTICES IN E-SERVICE (Source: Best Practices, LLC)
GETTING A PERSONALITY, NOT CRM (Source: Preston Bach )
JOANNA BRANDI’S ‘RESPONSIVENESS IN ACTION’ (Source: JoAnna Brandi)
FRED REICHHELD’S - KEEPING BUSINESS SIMPLE (Source: Fred Reichheld )
10 SIMPLE THINGS YOU CAN DO TO KEEP YOUR CUSTOMERS (Source: Advanstar Communications)
KEYS TO A SERVICE STRATEGY (Source: John Tschohl)
‘IF JACK NICHOLSON WERE YOUR CUSTOMER…’ (Source: Fred Newell)
FRED NEWELL’S JACK DANIELS’ STORY (REAL CRM IN ACTION) (Source: Fred Newell )
WHEN BAD SERVICE IS GOOD (SOMETIMES THE BEST CUSTOMER SERVICE IS NOT APPROPRIATE) (Source: Richard Forsyth, CRM Forum)
HOW OFFLINE CUSTOMER BEHAVIOUR CAN BE USED ONLINE (Source: Clive Humby )
A LOYALTY STRATEGY FOR E-TAILERS (Source: Loyalty4Profit)
CUSTOMER-FOCUS SELF EVALUATION (Source: Eric Fraterman)
TOM PETERS' 'HOW BORING ARE YOU' TEST (Source: Tom Peters)
IT'S YOUR PEOPLE, STUPID! (Source: The Forum Corporation and Gallup, mixed together by Phil Dourado)
CAN YOU SAY APPRECIATION? (Source: Roxanne Emmerich)
TRANSFORMING FAILURE INTO SUCCESS (Source: Larry S. Julian)
P.R.A.I.S.E. FOR PERFORMANCE (Source: Richard Gerson)
CUSTOMER RELATIONSHIP MANAGEMENT SUCCESS (Source: David Dow)
’ITALIANS DO NOT LIKE TO SHOW THEIR PYJAMAS’: CRM TRENDS (Source: Nick Hewson, Sistrum)
CRM TRENDS IN THE GERMAN MARKET: 'UNSTABLE US SYSTEMS HINDER PERFORMANCE' (Source: Nick Hewson, Sistrum)
SYSTEMS THINKING APPROACH FOR CALL CENTRE IMPROVEMENT (Source: Alan Meekings)
WHAT MARKET RESEARCH CAN’T DO! (Source: Feargal Quinn)
GOOD PRACTICE IN THE EMPLOYMENT CYCLE (Source: UK Government)
CUSTOMER SERVICE WEEK (Source: The Customer Service Group)
JULIAN RICHER’S TEN WAYS TO IMPROVE YOUR BUSINESS – TODAY! (Source: The Richer Way)
TALK TO ME! WHY IVR WITHOUT THE BUTTON-PUSHING IS THE WAY TO GO (Source: Mashed together by Phil Dourado from the work of Dr. Jon Anton & Business 2.0)
ESCAPE FROM VOICEMAIL HELL: HOW CHARLES SCHWAB USES VOICE-RECOGNITION INSTEAD OF BUTTON-PUSHING (Source: Joe Ashbrook Nickell, writing in the July 10 2001 issue of the magazine Business 2.0 )
TOP TIPS FOR CARING FOR YOURSELF AND YOUR CUSTOMER SERVICE PERSONNEL (Source: Di Kamp )
SIX CARDINAL RULES OF CUSTOMER SERVICE (Source: Nancy Friedman )
EBAY'S SIX CUSTOMER FEEDBACK MECHANISMS (Source: Jennifer Mowat, UK Country Manager, eBay)
FORGET ‘EMAIL’. LEARN ‘MEMAIL’: SETH GODIN'S 5 RULES FOR WINNING CUSTOMER PERMISSION ON-LINE (Source: Er, Seth Godin)
HOW TO ‘JUMP THE COUNTER’ AND BECOME A CUSTOMER (Source: Feargal Quinn)
PRECISION E-MAIL MARKETING - CREATING LASTING CUSTOMER DIALOGS (Source: e-Dialog)
FORGET CRM - HOW DO YOU DELIVER AN ELECTRONIC CUSTOMER EXPERIENCE? (Source: Tim Brown, CEO, IDEO)
8 RELATIONSHIP KEYS: WANT A RELATIONSHIP WITH YOUR CUSTOMERS? HERE ARE THE KEYS TO THE DOOR (Source: Tony Cram, Ashridge Management College)
TURNING CUSTOMER SERVICE INSIDE OUT! (Source: Craig Harrison )
REDUCE YOUR CONTACT CENTRE COSTS BY RETAINING PEOPLE (Source: Sitel Corporation)
BE A TALENT MAGNET: SEVEN WAYS TO FIND AND KEEP GOOD EMPLOYEES (Source: Fast Company Magazine's War For Talent issue)
SIX STEPS TO BETTER SERVICE DESIGN (Source: Andrew Summers, Head of the UK's Design Council, & Phil Dourado)
LINKING LAUGHTER AND PROFIT WITHIN BUSINESS (Source: Kevin and Jackie Freiberg)
TIPS FOR SURVIVING IN MANAGEMENT (Source: International Customer Service Association (ICSA))
TIME TO GET REAL: HOW TO DELIVER SERVICE LEGENDS WITHOUT BREAKING THE BANK (Source: Phil Dourado)
THE EIGHT CHARACTERISTICS OF THE BUTTERFLY CUSTOMER (Source: Susan O'Dell & John A Pajunen)
HOW (AND WHY) TO CREATE MORE COMPLAINTS (Source: Feargal Quinn)
SCHREIBER’S GUIDE TO BUSINESS SUCCESS (Source: David Schreiber)
HOW TO INNOVATE (1): STEAL THE COMPETITION BLIND (Source: Hamish Taylor, CEO, Sainsbury's Bank, talking at a meeting of The Inspired Leaders Network)
HOW TO INNOVATE (2): TRAIN YOUR BRAIN (Source: Edward De Bono)
14 KEY TERMS FOR ONLINE CUSTOMER SERVICE (Source: eSupportNow)
8 WAYS TO LICK ON-THE-JOB BOREDOM AND KEEP YOUR SUPERSTARS (Source: Beverly Kaye and Sharon Jordan-Evans )
THE SOURCE OF LOYALTY: SIX PRINCIPLES (Source: Adapted from Frederick Reichheld, fellow of Boston, Mass.-based consultancy Bain & Co. and author of The Loyalty Effect)
WHAT IS A 'SINGLE CUSTOMER VIEW' (AND HOW TO CREATE ONE...) (Source: Grant Denholm, Head of Customer Strategy, Scottish Widows)
‘NEVER WISH ME HAPPY BIRTHDAY AGAIN!’ HOW DATABASE-DRIVEN FALSE INTIMACY CAN DESTROY CUSTOMER GOODWILL (Source: The UK’s Cranfield University CRM expert, Professor Adrian Payne)
Q: HOW DO YOU IMPROVE YOUR FINANCIAL PERFORMANCE BY 42%? A: RAISE YOUR EMPLOYEE SATISFACTION BY 20% (Source: David Maister)
ONLINE CUSTOMER SERVICE FOR DUMMIES: FIVE TIPS FOR A GOOD FIRST IMPRESSION (Source: Karen Leland & Keith Bailey)
DO’S AND DON’TS OF ONLINE CUSTOMER FEEDBACK (Source: Colin Bates, Customer Champions)
BRAND MANNERS – HOW TO CREATE THE SELF-CONFIDENT ORGANISATION TO LIVE THE BRAND (Source: Brand Manners by Hamish Pringle and William Gordon)
HOW TO BE THE PERFECT BOSS (Source: 16,000 employees of Southwest Airlines)
HOW TO SET UP A CUSTOMER PANEL (Source: Feargal Quinn, king of retail)
THE SAVINGS OF WEB-BASED SELF-SERVICE - DELIGHTING YOUR CUSTOMERS WHILE REDUCING SUPPORT COSTS (Source: Susan Carstensen)
THE CRM FAILURE CYCLE: ROOT CAUSE ANALYSIS (WITH TONGUE ONLY SLIGHTLY IN CHEEK) (Source: Bob Shaw)
THE LOYALTY LADDER: FROM ‘SUSPECTS’ TO ‘ADVOCATES’ (Source: Jill Grifin)
NORDSTROM’S EMPLOYEE CULTURE (Source: Extracted from ‘The Nordstrom Way’ by Robert Spector and Patrick D. McCarthy. )
NINE STEPS TO EFFECTIVE EMPLOYEE RECOGNITION THROUGH A CULTURE OF APPRECIATION (Source: Jody Urquhart)
HOW TO MEASURE THE VALUE OF INDIVIDUAL CUSTOMERS: A GUIDE FOR YOUR FINANCE PEOPLE! (Source: Cedric Read, PriceWaterhouseCoopers)
'THE HARDEST THING TO GET RIGHT IN CRM IS NOT YOUR IT...' (Source: Toby Detter, Customer Service Programmes Director, Shell Europe)
7 STEPS TO SETTING UP A SERVICE LEVEL AGREEMENT (Source: Nadine Karten)
TEN CALL CENTRE OUTSOURCING TIPS (Source: David Bishop)
HOW TO OFFER A MOBILE BANKING SERVICE: 10 LEARNING POINTS (Source: Janette Winter, Head of e-Commerce Development, Woolwich PLC)
A SHORT CRM ACTION PLAN: AVOIDING FAILURE REQUIRES… (Source: Royal Mail & QCi Assessment Ltd.)
HOW TO EXCEL IN COMPLAINT MANAGEMENT (Source: Michael Hill)
CUSTOMER SATISFACTION IMPACTS THE BOTTOM LINE: RESEARCH (Source: Institute of Employment Studies)
WHY DO YOU EXIST? THE IMPORTANCE OF BEING ‘ON A MISSION’ (Source: The Blues Brothers, James Collins, Jerry Porras)
YOU GOT SALES MANAGERS. YOU GOT SERVICE MANAGERS. WHERE ARE YOUR CUSTOMER EXPERIENCE MANAGERS? (Source: Fast Company Magazine)
THE TOP 25 CRM SYSTEM SUPPLIERS BY GLOBAL MARKET SHARE (Source: Hewson Consulting)
THE POWER OF WORD OF MOUSE: VIGILANTE CUSTOMER BITES NIKE! (Source: Nike & A Vigilante Customer)
MOBILE CUSTOMER RELATIONS TECHNO-BABBLE (Source: Mashed together from various sources)
HOW HARLEY-DAVIDSON BECAME A ‘CUSTOMER FLOW ORGANIZATION’ (Source: Business Book Review ™)
NORDSTROM’S SERVICE PRINCIPLES (Source: Extracted from ‘The Nordstrom Way’ by Robert Spector and Patrick D. McCarthy)
LESSONS FROM LEADING EDGE BENCHMARKING COMPANIES (Source: Sarah Cook)
THE INSIDER’S GUIDE TO CUSTOMER SERVICE ON THE WEB - EIGHT SECRETS FOR SUCCESSFUL E-SERVICE (Source: Greg Gianforte of RightNow Technologies )
HOW COMPLAINTS DRIVE BOTTOM-LINE BENEFITS: THE FOUR ACID TESTS (Source: Bruce Rance & Bob Johnston)
HOW TO STICK IN YOUR CUSTOMERS’ MEMORY (Source: Amazon's Dave Mutton, Tom Peters, Ken Blanchard, mashed together by Phil Dourado)
JOHN KEMP'S EIGHT TIPS FOR MAXIMISING THE RETURN FROM CUSTOMER SATISFACTION AND LOYALTY RESEARCH (Source: John Kemp, Head of Consulting, e-Satisfy Limited)
SATURN CORPORATION'S MOMENTS OF TRUTH (Source: Saturn Corporation, Ian Parsons, Phil Dourado)
THE SEVEN HABITS OF HIGHLY EFFECTIVE CRM (Source: Borrowed from the thinking of Dr Stephen Covey)
THE BENEFITS OF SUCCESSFUL CALL CENTRE OUTSOURCING (Source: Ventura Customer Service Management )
GUIDELINES FOR SUCCESSFUL CALL CENTRE OUTSOURCING (Source: Ventura Customer Service Management)
EMPOWERING LEADERSHIP IN PRACTICE (Source: ‘Perfect Empowerment’ by Steve Macaulay and Sarah Cook)
EIGHT KEY STEPS TO ‘PERFECT EMPOWERMENT’ (Source: Extracted from ‘Perfect Empowerment’ by Sarah Cook)
THE FIVE KEY BARRIERS TO IMPLEMENTING CRM (Source: CREDO Conference)
HOW CHANNELS CREATE VALUE FOR CUSTOMERS (Source: Peter Fisk, PA Consulting Group)
EDUCATING THE CFO PART 1: BASIC CUSTOMER BEHAVIOR (Source: John Goodman, Pat O'Brien and Eden Segal, e-Satisfy)
STRATEGIES FOR EBUSINESS (Source: Tom Siebel, The Yankee Group, Ron Zemke & Tom Connellan)
PROOF THAT GOOD SERVICE EQUALS PROFIT (Source: Phil Dourado)
MARY GOBER’S CUSTOMER NEED RESEARCH STRATEGIES (23 WAYS TO CAPTURE THE VOICE OF THE CUSTOMER) (Source: Mary Gober)
PETER DRUCKER’S SEVEN BASIC SOURCES OF INNOVATION (Source: Peter Drucker)
TOM PETERS' FORMULA FOR CUSTOMER EMPOWERMENT (Source: Tom Peters)
A FRAMEWORK FOR DEVELOPING & IMPLEMENTING A CRM STRATEGY (Source: Professor Robert Shaw)
DON PEPPERS EXPLAINS 1TO1 IN SIXTY SECONDS (Source: Er, that would be Don Peppers, then: pioneer of 1to1 CRM)
FORGET 'LEARNING ORGANIZATION'. YOU NEED TO BECOME A 'FORGETTING ORGANIZATION' (Source: Tom Peters, Nigel Barlow and a Zen Buddhist Monk, mixed together by Phil Dourado)
3M'S CREATIVE CULTURE (Source: James Collins & Jerry Porras)
WHY CUSTOMERS LEAVE YOU (Source: Ventura )
WHAT TO DO IN A CRISIS (Source: Malcolm Brown)
DESIGN YOUR SERVICE: FOUR SERVICE DESIGN TECHNIQUES (Source: Robert Johnston)
WHO, EXACTLY, IS 'A CUSTOMER?' (Source: Professor Merlin Stone (And no, the answer is not obvious))
ANITA RODDICK’S 20 SECOND CUSTOMER CARE CRASH COURSE (Source: Anita Roddick)
JULIAN RICHER’S 10 CUSTOMER SERVICE COMMANDMENTS (Source: Customer Service Management Outsourcer, Ventura )
SIX PRIORITY AREAS FOR EXPLOITING MOBILE CUSTOMER MANAGEMENT (Source: Merlin Stone )
FOUR THINGS CRM SPECIFIERS OVERLOOK (Source: Professor Robert Shaw)
5 GOLDEN RULES FOR E-TAILING SERVICE SUCCESS (Source: Chris Sandlund)
25 COMMON CALL CENTER MISTAKES (Source: Penny Reynolds)
CALL CENTER ROUTING CATEGORIES (Source: Dr Jon Anton, Purdue University)
HOW TO GET E-TAIL CUSTOMER SERVICE RIGHT FOR CHRISTMAS (Source: Will Lewis, Internet Guy Who Knows This Stuff)
COMPLAINT MANAGEMENT: TEN TOP TIPS (Source: UK Government's Cabinet Office)
GET STICKY – TEN STEPS TO A STICKY WEBSITE (Source: Rubus & Engage)
THE TALENT TEN: TO HELP YOU KEEP AHEAD IN THE TALENT WAR (Source: Tom Peters, author of In Search of Excellence and 'the business guru of business gurus')
HOW TO IMPROVE SERVICE BY HAVING FUN (Source: Dave Hemsath)
MARK ROSENBERGER’S GUIDE TO SERVICE RECOVERY (Source: er, well, that would be Mark Rosenberger, I guess)
FIVE TIPS FOR ’TRAINING UP’ YOUR EMOTIONAL INTELLIGENCE (Source: Nancy Pettigrew, US author, speaker and consultant)
HANDLING CONFLICT (Source: Steve Macaulay and Sarah Cook)
FIVE TIPS FOR RUNNING FASTER THAN THE SPEED OF CHANGE (Source: Paul Lemberg)
TEN TIPS (PLUS ONE) FOR IMPROVING YOUR ON-LINE SERVICE (Source: These eleven top tips were sent to us by askit.com . We think they display sound thinking, so we have reproduced them here. )
HOW GOOD ARE YOU? TEN QUESTIONS FOR SENIOR MANAGERS COMMITTED TO CUSTOMER SERVICE (Source: Dr. Christopher Devereux)
TEN STEPS TO AN ESERVICE STRATEGY (Source: Professor Chris Voss, London Business School)
USING ‘COMPLAINT SITES’ (Source: A useful list of complaints sites compiled by Vicky at eCustomerServiceWorld.com)
RECRUITING SHINY, HAPPY PEOPLE, HAVING FUN! (Source: Nigel May Barlow)
APPRECIATIVE INQUIRY (Source: Bulletpoint Communications Ltd)
IMPLEMENTING THE BALANCED SCORECARD (Source: Prof. C.P. Lewy, A.F. du Mee RC and KPMG.)
PSS/WORLD MEDICAL'S CORE VALUES (Source: JoAnna Brandi)
THE UK'S TOP TEN CRM COMPANIES (Source: Round, The CRM Consultancy)
LINKING SERVICE TO PROFIT (1) (Source: Adrian Payne of Cranfield University)
THE SERVICE RECOVERY PROCESS (Source: Ron Zemke. Adapted from KNOCK YOUR SOCKS OFF SERVICE RECOVERY (AMACOM, June 13, 2000) by Ron Zemke and Chip R. Bell.)
THE FIVE MAIN FACTORS IN GOOD SERVICE (Source: Nigel Barlow of Service Legends)
DEVELOPING A HIGH-PERFORMING, MOTIVATED TEAM (Source: Kathy Riley Cuff, a Director of Blanchard Training and Development, part of the Ken Blanchard Group of Companies)
HOW TO SURVIVE THE CUSTOMER FROM HELL (Source: Ron Zemke, President of Performance Research Associates, Inc.)
POSITIVE CUSTOMER (Source: Nigel Barlow of Service Legends)
CUSTOMER VALUE ANALYSIS (Source: Colin Bates of the Customer Champions Consultancy)
USING LANGUAGE THAT RECOGNIZES CUSTOMERS AS PEOPLE! (Source: Chris Daffy)
RICHARD BRANSON’S GUIDING PRINCIPLES (Source: Chris Daffy)
THE CONTAINER STORE’S FOUNDATION PRINCIPLES (Source: Dr. Leonard Berry )
SERVICE RECOVERY (Source: David Goldsmith, President of Customer Edge)
KEEPING YOUR STAR PERFORMERS (Source: Graham Roberts-Phelps, Director, 80/20 Training Ltd)
GETTING YOUR CUSTOMERS TO FALL IN LOVE WITH YOU (Source: David Freemantle)
GETTING PASSIONATE ABOUT CUSTOMERS (Source: Peter Fisk of PA Consulting Group)
SERVICE AS CORE BUSINESS STRATEGY (Source: Chris Daffy)
THINKING LIKE A CUSTOMER (Source: Joanna Brandi and Policy Publications)
A CRM STRATEGY (IN ONLY THREE STEPS!) (Source: Tower Technology)
WHY SERVICE REPRESENTATIVES FALL DOWN (Source: Ron Zemke, President of Performance Research Associates Ltd)
HEALTH WARNING SURVIVING THE REAL-TIME ECONOMY (Source: We mashed this Fast Guide together from the thinking of James Gleick, Larry Hochman and Bill Gates)
Watch this space. We'll be adding more Fast Guides on a regular basis. Your turn. In the spirit of raising performance thresholds in customer service, if you have a Fast Guide of your own to share with eCustomerServiceWorld's Best Practice community, email it to PhilDourado@eCustomerServiceWorld.com