22 October 2001

Stress Resistant Customer Relationships

How smart asset management can boost your stock payoff

by William J. McEwen and John H. Fleming
Even during good times, senior executives struggle with how best to manage assets -- including finding the right tools to gauge and grow a company's customer relationships. When the economy falters, managers urgently need tools that can help them anticipate future market conditions in time to take corrective action. Here's how a new Gallup customer engagement metric can help.
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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