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| Where we could make or break was in People. Growth would be explosive and talent constrained. Suddenly everything changed, in my marketing plan; attracting and retaining talent was the focus. They were people employed by us, but they will have many more opportunities to choose from. Really speaking they were my customers, my business depended on them. In came the Internal Customer Satisfaction (ICS) function alongside operations, training, technology and finance & administration. The big challenge was finding two right people who would understand the concept thoroughly, one would lead the ICS function the other the operations. I met many professionals but I was looking for the person. more ... |
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