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This year's European Conference on Customer Management was held on 24 & 25 April at the London Hilton on Park Lane. The Conference, presented by eCustomerServiceWorld.com had the overall theme of- 'Putting the Customer at the Heart of Business' This was THE European Conference on Customer Management and was sold out with over 500 CEOs, Directors and Senior Managers attending. The following article is based around a number of the keynote sessions
The 2001 European Conference on Customer Management attracted some of the world's most sought after speakers and organisations. As well as providing a unique learning opportunity, the conference also enabled the delegates to share experiences with fellow customer management professionals from around the UK and from many parts of Europe.
The conference contained keynote presentations from the likes of Tom Peters, Don Peppers, Anita Roddick, John Russell, Feargal Quinn and Jennifer Mowat.
Explained and exalted in different ways the overall message was clear, "good service is no longer nearly enough". "What is needed is customer obsession." Companies who thrive will provide a Product Experience which is essential in the face of new consumer, global and technological realities.
To really compete in the ultra competitive business world in which we live and work we must aim to be the best.
As Michaelangelo said:--
"The greatest danger for most of us is not that our aim is too high and we miss it, but that it is too low and we reach it."
Tom Peters gave the opening presentation. `Crazy guy, Crazy times' -- the cover article of Fortune magazine last year called him crazy. Tom was delighted. His thinking was, what else do you want to be called in crazy times - this is a time for dreamers. Say No to mediocrity - score yourself on tasks or projects you are currently working on between one and ten in terms of how exciting it is and how significant it is. Your job is to eliminate anything under a seven because anything scoring below that will not make enough impact.
Managing Talent - Payment
What any successful company needs is talent, lots of it, and companies must be prepared to pay for it.
It seems that:- "what gets measured gets done, what gets paid...