SUMMARY OF ARTICLES by David Freemantle

The following articles by David Freemantle can be found by clicking on the appropriate ARTICLE heading:

ARTICLE 1

Cultural dimensions 

(article published in Trotter Magazine, Philippines, 2004)

"Eight simple steps to improve your effectiveness for doing business in different cultures"

ARTICLE 2

Leading from the middle

(article published in The Straits Times, Singapore 2004)

"A unique Singapore requires unique leadership at middle management level"

ARTICLE 3

The Sri Lanka Buzz

(article published in Colombo, Sri Lanka, 2004)

"Motivating people to deliver outstanding world-class customer service"

ARTICLE 4

The Buzz

(article to be published in Customer Management Journal 2004)

"It is not good enough to get the basics right, to excel at customer service you must really BUZZ!"

ARTICLE 5

Batho pele (People First)

(article published in Management Today - South Africa 2004)

"When an organisation 'switches on' its customers there is a real buzz.  This requires having 'switched on employees' and is the underlying principle of 'Batho Pele'.  There are eight essential steps for achieving this buzz

ARTICLE 6

Customer service and a country's prosperity

(article published in Trotter Magazine, Philippines,  2004)

ARTICLE 7

Little things make a big difference

(article published in Costco Connection 2003)

"Every little thing a manager does has a critical impact on the business"

ARTICLE 8

THE BUZZ  - The Essential Foundations For Delivering World-Class Customer Service

(article to be published in BETTER BUSINESS MAGAZINE  2004)

ARTICLE 9

Empathy and efficiency

(article published in CEO-IT Journal (Asia) 2003

Two key tools toa dd to any CEO's tool-kit are 'AEV' (adding emotional value) and 'EM' (empathy measures)

ARTICLE 10

Motivating people in adversity

(article published in CEO-IT Journal (Asia) 2003

There are six key techniques which can be used by CEO's to motivate employees during difficulty times

ARTICLE 11

Motivating people in South Africa:  Practical lessons

(article published in CEO-IT Journal (Asia) 2003

A vital tool for any senior executive is the stimulus of travel and the opportunities for learning this provides. South Africa provides a perfect example

ARTICLE 12

THE BIZ -   The little things that make a big difference to team motivation and leadership

(article to be published in THE EDGE magazine 2004)

The success or failure of managers is a reflection of the small everyday behaviours they choose

ARTICLE 13

Microbehaviours

(article published in CEO-1T Journal 2003)

The importance of microbehaviours in motivating people for high performance

ARTICLE 14

First class service

(article published in the Retail Jeweller  2003)

Creating a customer service buzz in a retail store

ARTICLE 15

The South Africa Buzz

(generic article for South Africa)

Motivating people in South Africa

ARTICLE 16

The psychology of CRM

(article published in The International Journal of Customer Relations Management 2002)
"Frequently CRM has little to do with customer relations."