22 October 2001

Stress Resistant Customer Relationships

How smart asset management can boost your stock payoff

by William J. McEwen and John H. Fleming
When the economy falters, organizations across industries urgently need tools that can help them anticipate future market conditions in time to take corrective action. Here's how Gallup’s customer engagement metric can help them do just that.
William J. McEwen, Ph.D., is Global Practice Leader for Gallup's Brand Management practice. He is the author of Married to the Brand (Gallup Press, 2005) and coauthor of the Harvard Business Review article "Inside the Mind of the Chinese Consumer."
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John H. Fleming, Ph.D., is Principal and Chief Scientist -- Customer Engagement and HumanSigma for Gallup. He is coauthor of Human Sigma: Managing the Employee-Customer Encounter (Gallup Press, November 2007).
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See also
Knowing Your Company’s Vital Signs
Merger Myopia
Why There's a Crisis of Confidence
How to Survive a Sluggish Economy
Enron's Misguided Metrics

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.

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

Popular Topics Brand Engagement Business Consumers Customer Engagement Employee Engagement Innovation Leadership Performance Management Strengths-Based Development Workplace
Copyright ©2009 Gallup, Inc. All rights reserved.

Copyright © 2009 Gallup, Inc. All rights reserved.
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