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

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.

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