14 December 2006

A Popular Idea That's Dead Wrong

Don't be fooled -- there isn't just one magic question that executives need to ask customers in order to grow

by John H. Fleming
Coauthor of Human Sigma: Managing the Employee-Customer Encounter (Gallup Press, November 2007)
Bain & Company's Frederick Reichheld has argued that there's a single, magic question that business leaders should ask their customers in order to grow. His viewpoint has won many converts, but John H. Fleming, a Gallup principal, definitely isn't one of them. In this probing article, Fleming argues that executives should be very wary of using one-item indicators for any important business metric, regardless of how simple it might appear. He makes a case for a compelling, and more meaningful, alternative.
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
John H. Fleming, Ph.D.
The One Number You Need to Grow
Why Consistency Is the Key to Profitable Customer Service
Manage Your Human Sigma

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 Wellbeing Workplace
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