Sayonara satisfaction

I have to thank Mark Stephens for posting the link to the interesting piece (below) on the NI14 online community on the IDeA web site.

I wasn’t too keen on the concept of eel collagen makeup, but I don’t have to wear it, however the company and its management methods sound fascinating. After several bad business experiences over the years they’ve made a success and primarily because the customer is made king and that has had the effect of empowering the employees. The thought of a senior manager ringing a customer back within ten minutes from the sniff of a complaint to sort things out obviously has the desired effect, along with their associated community and environmental policies. The staff manually log 8000 communications a day, which are all reviewed by corporate maangement and which generate 400 suggestions for improvement, for which action plans are created. They are making positive use of complaints. Read it for yourself:—customer-care-trumps-a-factory.html?cid=139869522#comments


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