Reviews an article written by John Willmott, director of organizational change at Norwich Union Insurance.
This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.
The article explains why the company mounted a major initiative to improve their quality of customer service from “good” to “great”. Supported by business theory, Willmott details how he brought in Cape Consultancy and an initiative that centered on Key Relationship Builders, which aimed to win very positive feedback from customers. Initial results are all positive.
Provides strategic insights and practical thinking that have influenced some of the world's leading organizations.
The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy‐to‐digest format.
