13 November 2003

Roadblocks to Customer Engagement (Part 1)

How to find and root out your company's “engagement killers”

by Tom Rieger and Guido M.J. de Koning
“Putting Customers First.” “We’re Customer Centric.” “Becoming a Customer-Focused Organization.” Initiatives like these are well-intentioned, but only a handful ever succeed -- because too many companies are structured in ways that keep them from achieving world-class levels of customer engagement.
Tom Rieger is a Principal of Gallup.
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Guido M.J. de Koning was a Principal and Performance Strategy Program Leader with Gallup.
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