Organisational Change Management Volume 2

Some Techniques to Facilitate Ingredient 7

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(Consolidating Performance Improvement & Customer Management)

No.

Ingredient 7 (Consolidating Performance Improvements)

7.1

Building Emotional Capital

7.2

Criteria for Selecting the Best Talent

7.3

Becoming an Inside-Outside Leader

7.4

Principles of Mentoring

7.5

Checklist of Positive Behaviour for Nurturing an Atmosphere of General Mentoring

7.6

Some Questions to Start Mentoring

7.7

Some Comments on Developing a Succession Plan

7.8

Test your Organisation against these Principles

7.9

A Framework for Linking Cultural and Organisational Transitions

7.10

Seen From Below

7.11

Management Style (Zooming Framework)

7.12

Is Your Job a Good Fit

7.13

Blake-Moulton Leadership Questionnaire


Customer Management

8.1

Determinants of Customer Service

8.2

Six Rs of Branding

8.3

5 Ways to Fail in Being Customer-centric

8.4

Levels of Customer Connection

8.5

Classification of Customers

8.6

Seven Drivers of Authenticity

8.7

Customer Type

8.8

Rationales of Loyalty Programs

8.9

Steps in Growing Customer Loyalty

NB See Volume 5 for more details on the techniques

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