10 October 2002

Why There's a Crisis of Confidence

Companies are ignoring the emotional cornerstones of the investor relationship

by William J. McEwen
Author of Married to the Brand (Gallup Press, 2005) and coauthor of the Harvard Business Review article "Inside the Mind of the Chinese Consumer"
Another day, another triple-digit loss for the stock market. Investors are sending a message, one companies and stock analysts had better not miss. Gallup's research into customer relationships shows that connections between a company and its customers are, at their core, emotional -- and repairing damaged relationships will make the difference between success or failure in the emotional economy.
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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See also
Stress Resistant Customer Relationships
The Constant Customer

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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Copyright © 2009 Gallup, Inc. All rights reserved.
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