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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See also
Why You're Failing to Engage Customers
Roadblocks to Customer Engagement (Part 3)
Roadblocks to Customer Engagement (Part 2)
Giving Them What They Deserve
Picture This: Your Customer

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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