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Building long-term success - Coggle Diagram

- - - - Reading people and situations
      - Personal skills
      - interpersonal skills
      - Building alignment and alliances
    - - employee voice
        
        direct
        
        indirect
        
        collective representation
        
        unionised
        
        un-unionised
        
        employee involvement
        
        organisational involvement management
        
        proavtivity
        
        flexibility
        
        collaboration
        
        employee empowerment
        
        decision making
        
        shared ownership
        
        information organisational performance
        
        performance based reward
        
        knowledge enabling contribution
- - - - customer liftime value
        
        loyalty
        
        less price sensitive
        
        perceived value
      - customer equity
      - S-D logic
        
        service for service exchange
    - - 30Rs
        
        classic market relationship
        
        special market relationship
        
        mega relationship
        
        nano relationship
      - loyalty ladder
        
        partner
        
        advocate
        
        supporter
        
        client
        
        purchaser
        
        prospect
    - - relationship states
        
        damaged
        
        transactional
        
        transitional
        
        communal
  - - - communicate brand externally
        
        moment of truth
        
        critical service interactions
        
        service recovery paradox
        
        part-time marketers
      - need
        
        communication
        
        bilateral
        
        feedback
        
        involvement
        
        line management
        
        internal team peer
        
        internal project peer
        
        internal corporate
      - brand values and purpose
- - - - internal
      - external
  - - - 4 stages
        
        Judge measures to customer
        
        judge measure against competition
        
        match against characteristics
        
        develop plans
- - - - likelihood matrix
      - risk
        
        risk management matrix
        
        risk assessment matrix
    - - impact matrix