29 weeks until ECMW 2009 - Register

ICBI Event

Dates : May 2009
Venue : London

FREE Downloads

Fast Guides

How to Survive and Thrive During a Downturn

Author :Shaun Smith

Three Questions To Check If You Are Really a Customer-Focussed Organization

Try Reverse Engineering Your Customer Service or Customer Experience

Ten Years on From the Service Profit Chain

Get front-line people to ask real questions

Thou shalt...How to write a customer-friendly notice

Getting Frontline People to be Committed and Engaged

Author :Phil Dourado

Joseph Juran’s Four Human Obstacles to Quality

Innovating for Customers

Author :Phil Dourado

Building Fun Into The Contact Centre to Combat Stress

Author :Phil Dourado

Change your language: What do you call customers?

Author :Chris Daffy

Re-define Customer Service

Author :Phil Dourado

Mickey's Ten Commandments

Author :Phil Dourado

In the future other free guides will become available. Please use the link below to request updates.

Articles

Loyalty by Design

Author :Shaun Smith

Griffin on Customer Trust: A Vital Commodity In Tough Times

Author :Jill Griffin

URGs: The Way We Really Do Things Around Here

Author :Steve Simpson

Customer-focussed leaders need to craft an EVP, an Employee Value Proposition

Spirals: Innovating for Customers

Re-thinking globalism and customers

Ten Lessons From Harley-Davidson

New to You: Innovating for Customers

Author :Phil Dourado

Lead From The Edge

Author :Phil Dourado

How To Create A Customer Experience That Is “A Living Comic Book”

Author :Phil Dourado

Getting people to deliver the customer experience

Author :Shaun Smith

Getting people to deliver the customer experience

Why your innovations will fail without customers' intimacy

Author :Jim Clemmer

Why your innovations will fail without customers' intimacy

In the future other articles will become available. Please use the link below to request updates.

Book Reviews

Fast Second: How Smart Companies Bypass Radical Innovation to Enter and Dominate New Markets

Author :Constantinos C. Markides

Angel Customers & Demon Customers

Author :Larry Selden and Geoffrey Colvin

Angel Customers & Demon Customers. Discover Which is Which and Turbo-Charge Your Stock

Destination Profit: Creating People-Profit Opportunities in Your Organization

Author :Scott Cawood and Rita Bailey

Do the Right Thing

Author :James Parker

We: The Ideal Customer Relationship

Author :Steve Yastrow

Personality Not Included

Author :Rohit Bhargava

Why companies lose their authenticity, and how great brands get back

Join the Conversation

Author :Joseph Jaffe

The Best Service is No Service

Author :Bill Price & David Jaffe

301 Ways To Have Fun At Work

Author :Dave Hemsath & Lesley Yerkes

The Ultimate Question

Author :Fred Reichheld

The Ultimate Question: Driving Good Profits and True Growth

Microtrends: The Small Forces Behind Tomorrow's Big Changes

Author :Mark Penn and E. Kinney Zalesne

Microtrends: The Small Forces Behind Tomorrow's Big Changes

Authenticity. What Consumers Really Want

Author :James H. Gilmore and B. Joseph Pine

Authenticity. What Consumers Really Want

First, break all the rules

Author :Marcus Buckingham and Curt Coffman

First, break all the rules: What the world's greatest managers do differently

In the future other book reviews will become available. Please use the link below to request updates.