23 July 2001

Measuring the Right Stuff

Correct measurement increases customer loyalty and employee productivity

by Glenn Phelps
Did you know that your best CSR may be driving away business? Unless you're measuring the right things -- customer engagement, customer loyalty, employee engagement -- you aren't getting a true picture of CSR performance. To see the impact on financials, you have to look at both the CSR and management levels. You might be surprised at what you find.
Glenn Phelps, Ph.D., is a Senior Consultant with Gallup.
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