Emotional Capital: Maximising the Intangible Assets at the Heart of Brand and Business Success
In Emotional Capital, Thomson illustrates the real-life impact of a fired-up workforce on financial performance and shows how to manage and leverage knowledge and emotion to drive positive change and lasting business success.
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Elements of Emotional Capital Inside and Out 19
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achieve approach assets best practices BNFL bottom-up brand personality brand value British Airways business results buy-in climate communica communication and marketing communication processes corporate personality create culture customer service deliver develop effective emotional capital employees Ernst & Young external feel focus future global goals improve individual innovation inside integrated Intel intellectual and emotional intellectual capital internal communication internal customers internal marketing Intranet involved issues KAIZEN Kevin Thomson knowledge knowledge management KPMG leaders lifetime relationships listening look marketing and communication mass customization messages move munication one-to-one organiza organization organization's PepsiCo personal needs processes and language products and services relationship marketing revenue Royal Mail sell shareholders side-to-side communication simply six dimensions staff stakeholders success suppliers talk target tell things timeline tion tomers top ten personal top-down total quality vision zation