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These are a few articles that address some of the biggest challenges and best practices in business management today. We find them quite revealing in terms of customer loyalty and employee engagement and well worth a glance.
Are exhibitions good for your business’s health?
by Joanne Lawrence, ICMA International January 2011
ICMA International specialises in business to business customer and employee opinion surveys. Our clients come from many different industries and so, to keep ourselves up to date it’s not unusual for us to drop into different exhibitions and catch up with people and events.
As the recession started to bite we began wondering about attendance at exhibitions. Do the traditional reasons for exhibiting still apply? Can companies continue to justify the money spent not just on the stands themselves but on giveaways, man hours, travel? What are their reasons for attending? Where does it all fit in to their marketing plans?
To learn more we set up a series of telephone interviews with businesses we knew had exhibited recently. Read full story (download pdf)
Benchmark Update: Customer Satisfaction: UK Staff Recruitment Agency Market 2007
by Joanne Lawrence, ICMA International
ICMA International has completed its first benchmarking satisfaction survey into staff recruitment agencies in England, investigating how such agencies are perceived by their clients. This was an independent survey, initiated by ICMA International and available for purchase by interested parties. ICMA interviewed a random selection of recruitment agency customers for both permanent and temporary staff. The results were split into two categories; responses from national companies and from local independent providers of staff. The telephone interviews were conducted with HR directors, managers and the people within organisations who deal with the agencies on a day to day basis. Read full story
CEO Briefing: Corporate priorities for 2007 and beyond
Economist Intelligence Unit (Jan 2007), sponsored by UK Trade & Investment
CEO Briefing is an annual Economist Intelligence Unit research programme designed to identify the management challenges that face the world’s corporate leaders. When asked about the greatest challenges to running a successful global company, 45% cite ‘understanding customers in multiple territories’ and 33% say ‘managing teams effectively across borders’. Read full story (download pdf)
Customer Satisfaction & Loyalty: How Do You Improve the Profitability of a Company?
ICMA International (May 2007) by Joanne Lawrence, ICMA International
Most managers would agree that there is always one business unit, be it country, region, zone or territory, with problems, and one which regularly outperforms its peers. Understanding the factors contributing to such differences in performance enables managers to identify where investment should be targeted, where the greatest payback can be expected and what resources are required to optimize profitability. Read full story (download PDF)
Employee engagement: Building an employee satisfaction survey
Personnel Today (Feb 2007), by Joanne Lawrence, ICMA International
One of the most common ways to measure employee engagement is through a satisfaction survey. Here’s how to get the best of your investment. Read full story
Benchmark Update: Customer Satisfaction: UK Staff Recruitment Agency Market 2007
by Joanne Lawrence, ICMA International
ICMA International has completed its first benchmarking satisfaction survey into staff recruitment agencies in England, investigating how such agencies are perceived by their clients. This was an independent survey, initiated by ICMA International and available for purchase by interested parties.
ICMA interviewed a random selection of recruitment agency customers for both permanent and temporary staff. The results were split into two categories; responses from national companies and from local independent providers of staff. The telephone interviews were conducted with HR directors, managers and the people within organisations who deal with the agencies on a day to day basis. Read full story
Accountancy firms map out new world
Financial Times (Nov 2006)
PwC, Deloitte, KPMG, Ernst & Young, Grant Thornton and BDO plan to unveil a series of ideas in an unprecedented joint paper today and two points stand out. First, they say quarterly and annual reporting should be superseded by real-time, internet-based reporting, enabling investors to get whatever information they want whenever they want it. The second proposal is to shift corporate reporting away from purely financial data toward wider information that could provide insight into a company’s performance and prospects. Read full story
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