13 November 2008
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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

Gallup Retail Forum 2010: From Spenders to Savers

There is a "new normal" in consumer behavior, and the shift from spending to saving may be permanent. Whether retailers prevail or fail will depend on their ability to capture a larger share of the consumer's shrinking wallet.

At the Gallup Retail Forum 2010: From Spenders to Savers event, leaders will discuss the changing retail landscape and generate ideas on how their organizations can serve the new consumer.

The event will take place on April 14, 2010, at the Gallup Irvine office. To learn more or to register, visit the Gallup Retail Forum 2010 page on the Gallup Consulting Web site, or contact Mary Penner-Lovci (212.548.2940) or Krista Volzke (402.938.6001).

For a complete schedule of learning opportunities, visit the Gallup Learning Events page.

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