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

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.

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