18/02/2004 Author: Janelle Barlow
Looking Carefully at Trust
No company owns the brand position on "trust". Yet we all acknowledge that trust is a requirement for genuine long-lasting relationships. Businesses around the world talk about “long-term customer relationships”, “customer loyalty” etc. – yet so few of them are ready to look at what is required to put trust in that equation.

In this article, Janelle Barlow discusses the importance of trust in a business relationship, illustrating the issue with an example from her own experience.

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26/01/2004 Author: Monica Sjönneby, Chief Consultant, TMI Development
Emotionally Intelligent Leadership
Studies have shown that a leader’s ability to manage own moods and to influence the moods of others usually has a dramatic impact on business results. Since leaders have such an important role in bringing out the best in people, and since this has direct implications on the bottom-line results of the organisation, it pays for corporations to invest in emotionally intelligent leadership at all levels of the organisation.

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10/03/2004 Author: TMI
Coming soon: TMI Complaints Culture Survey
TMI Complaints Culture Survey is designed to take a "snapshot" of your current culture to provide a benchmark and assist you in analysing strengths and development areas in your service recovery systems and processes. The survey measures the 10 factors that our international Consultancy has identified to be the key influences on Business Retention. You will be able to compare your organisation with others in your industry, both nationally and internationally. Improving customer retention and building customer loyalty is the soundest marketing investment you can make. Your participation is an opportunity to see how your organisation rates in Service Recovery and allows you then to make a more informed decision about what next steps to take.

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