Barrier Analysis http://gmj.gallup.com/ http://backend.userland.com/rss Gallup WebTeam Most companies face barriers that prevent them from fully engaging customers and employees. This article explores the root causes of these barriers. It shows how to permanently remove them to clear a path to greater engagement. http://gmj.gallup.com/content/25711/Why-Youre-Failing-Engage-Customers.aspx?CSTS=tagrss Thu, 14 Dec 2006 00:00:00 GMT Most companies face barriers that prevent them from fully engaging customers and employees. Some of those obstacles are rooted in well-intentioned company rules and policies. This article, the first in a two-part series, highlights the key characteristics of those barriers, as revealed by Gallup research. http://gmj.gallup.com/content/25345/Failing-Engage.aspx?CSTS=tagrss Thu, 09 Nov 2006 00:00:00 GMT Through extensive research, Gallup has identified four barriers that can substantially undermine efforts to improve employee and customer engagement in call centers. Here are those barriers -- and advice for how executives can overcome them. http://gmj.gallup.com/content/21730/Making-Right-Calls.aspx?CSTS=tagrss Thu, 09 Mar 2006 00:00:00 GMT If your company has removed all employee-related roadblocks to creating customer engagement and has identified the right performance outcomes, you’re ready for the next step: to align teams and practices to create customer engagement. http://gmj.gallup.com/content/10099/Roadblocks-Customer-Engagement-Part.aspx?CSTS=tagrss Thu, 08 Jan 2004 00:00:00 GMT If your company has identified and removed all employee-related roadblocks to creating customer engagement, you're ready to take the next step: focusing your organization on the right performance outcomes. http://gmj.gallup.com/content/9838/Roadblocks-Customer-Engagement-Part.aspx?CSTS=tagrss Thu, 11 Dec 2003 00:00:00 GMT “Putting Customers First.” “We’re Customer Centric.” “Becoming a Customer-Focused Organization.” Initiatives like these are well-intentioned, but only a handful ever succeed -- because too many companies are structured in ways that keep them from achieving world-class levels of customer engagement. http://gmj.gallup.com/content/1393/Roadblocks-Customer-Engagement-Part.aspx?CSTS=tagrss Thu, 13 Nov 2003 00:00:00 GMT