March 12, 2009
You might be surprised to know which channel remains most popular with bank customers, according to the results of a recent Gallup survey. A financial services expert explains why companies need to pay close attention to their customers’ ...
February 12, 2009
In this rough economic climate, it’s more critical than ever that you and your customers know why your company is in business, says a leading marketing expert whose clients have included Wal-Mart, Southwest Airlines, and the U.S. Air Force.
February 5, 2009
Emotion frames the employee-customer encounter. This is the second rule of HumanSigma management, and Alegent Health applied it to create a culture that emotionally engages its employees and customers. The result has been greater performance in ...
January 28, 2009
Marketers, take note: It’s not enough to tell consumers that your offerings have changed. Brands such as KFC, Wal-Mart, and Abu Dhabi may encounter a credibility gap between what they say and what they do.
January 8, 2009
Amid the banking industry’s well-documented woes, the image of bankers was bound to take a hit. And so it has: The percentage of Americans who give bankers high marks for their honesty and ethics plunged to an all-time low in 2008. Here’s how to ...
January 8, 2009
Companies everywhere are facing the harsh realities of a global recession. Each day brings stories of organizations cutting staff, shedding brands, and even pondering bankruptcy. But be forewarned: Every cut has an impact beyond today’s bottom ...
December 11, 2008
All companies do things like pay close attention to standard business measures and train their employees. But this luxury brand watches things that most companies ignore, then uses what it learns to create ongoing, top-to-bottom learning.
November 13, 2008
Organizations can’t measure and manage employee and customer experiences as separate entities. This is the first rule of HumanSigma. Here’s how two very different companies -- ASB Bank and Waste Management, Inc. -- applied the rule to make their ...
November 13, 2008
Amid this economic crisis, severe budget cutting is inevitable and has already begun in many organizations. But when it comes to figuring out where to make those cuts, think long and hard before you act. According to three top Gallup management ...
October 9, 2008
To maintain profits, many businesses are continually looking for ways to reduce costs. Shortchanging the customer experience, however, may cause long-term problems.
