10 August 2006

Why Consistency Is the Key to Profitable Customer Service

A marketing expert looks at the often catastrophic inconsistencies in levels of service offered by different parts of the same organization -- and how these variations must be overcome to gain competitive advantage

by John H. Fleming
Coauthor of Human Sigma: Managing the Employee-Customer Encounter (Gallup Press, November 2007)
When levels of service offered by different parts of the same organization are inconsistent, the consequences can be catastrophic. A marketing expert tells how these variations must be overcome to gain competitive advantage.
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
A Popular Idea That's Dead Wrong
Unlocking Customer Service Excellence
Manage Your Human Sigma
The Constant 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.

Popular Topics Business Customer Engagement Employee Engagement Innovation Leadership Organizational Performance Partnership Performance Management Well-Being Workplace
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Copyright © 2010 Gallup, Inc. All rights reserved.
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