13 November 2008
PODCAST

HumanSigma Rule #1

Organizations can’t measure and manage employee and customer experiences as separate entities

by Bryant Ott
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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 businesses more productive and profitable.

Bryant Ott is a writer and editor for Gallup.

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See also
HumanSigma Rule #2
Knowing Your Company’s Vital Signs
Five New Rules for Management
Customer Satisfaction: A Flawed Measure
What to Do With Employee Survey Results
You've Gotten Employee Feedback. Now What?
ASB Bank: Good Isn’t Good Enough
The Constant Customer
Feedback for Real

Customer Engagement: Going Beyond Satisfaction

How do world-class organizations rise to the top in today's intensely competitive, turbulent global marketplace? High-performance organizations recognize the emotional drivers of human nature and leverage them to drive performance, one customer at a time.

This event will take place from 08:30 to 11:45 at the Gallup London office (The Adelphi, 1-11 John Adam Street, London WC2N 6HS). There is cost to register. To learn more or to register, visit the Customer Engagement: Going Beyond Satisfaction page on the Gallup Consulting Web site or contact James Rapinac on +44 (0)20 7950 4433.

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