Customer Engagement http://gmj.gallup.com/ http://backend.userland.com/rss Gallup WebTeam Marketers can no longer take it for granted. And whether or not customer loyalty is actually a relic of the past, it shows all the signs of becoming an endangered species. A Gallup branding expert offers a deep dive into what the concept of loyalty really is. http://gmj.gallup.com/content/124427/Loyalty-Dead.aspx?CSTS=tagrss Thu, 19 Nov 2009 13:45:00 GMT Bankers know plenty about their customers. They know their demographic data, their transaction activity, and their financial history. They likely know every necessary personal detail that will protect their assets. But do customers know their bankers? Probably not, Gallup says. http://gmj.gallup.com/content/120731/Bankers-Meet-Customers.aspx?CSTS=tagrss Thu, 04 Jun 2009 10:00:00 GMT Despite small signs that the economy is improving, executives and managers are hunkering down for what could still be a long economic downturn. Here’s how to keep teams engaged until the economy improves -- whenever that is. http://gmj.gallup.com/content/117226/Recession-Endures.aspx?CSTS=tagrss Thu, 02 Apr 2009 11:30:00 GMT Organizations worldwide are undergoing a frenzy of cost cutting as the global recession deepens, with seemingly no end in sight. But there’s actually an area where companies can, and should, increase budgets: creating dialogue with customers. http://gmj.gallup.com/content/116923/Failure-Communicate.aspx?CSTS=tagrss Thu, 19 Mar 2009 10:00:00 GMT You might be surprised to know which channel remains most popular with bank customers, according to the results of a recent Gallup survey. A financial services expert explains why companies need to pay close attention to their customers’ preferences. http://gmj.gallup.com/content/116488/People-Banking.aspx?CSTS=tagrss Thu, 12 Mar 2009 10:00:00 GMT Emotion frames the employee-customer encounter. This is the second rule of HumanSigma management, and Alegent Health applied it to create a culture that emotionally engages its employees and customers. The result has been greater performance in the metrics that matter most. http://gmj.gallup.com/content/114058/HumanSigma-Rule.aspx?CSTS=tagrss Thu, 05 Feb 2009 10:00:00 GMT Amid the banking industry’s well-documented woes, the image of bankers was bound to take a hit. And so it has: The percentage of Americans who give bankers high marks for their honesty and ethics plunged to an all-time low in 2008. Here’s how to turn that opinion around. http://gmj.gallup.com/content/113626/How-Banks-Can-Save-Themselves.aspx?CSTS=tagrss Thu, 08 Jan 2009 09:00:00 GMT Companies everywhere are facing the harsh realities of a global recession. Each day brings stories of organizations cutting staff, shedding brands, and even pondering bankruptcy. But be forewarned: Every cut has an impact beyond today’s bottom line. http://gmj.gallup.com/content/113614/Whos-Caring-Customers.aspx?CSTS=tagrss Thu, 08 Jan 2009 09:00:00 GMT Organizations can’t measure and manage employee and customer experiences as separate entities. This is the first rule of HumanSigma. Here’s how two very different companies -- ASB Bank and Waste Management, Inc. -- applied the rule to make their businesses more productive and profitable. http://gmj.gallup.com/content/111820/HumanSigma-Rule.aspx?CSTS=tagrss Thu, 13 Nov 2008 00:00:00 GMT Amid this economic crisis, severe budget cutting is inevitable and has already begun in many organizations. But when it comes to figuring out where to make those cuts, think long and hard before you act. According to three top Gallup management experts, when the going gets tough, high-performing companies actually double down their investments in people. http://gmj.gallup.com/content/111823/Your-Organizations-Survival-Plan.aspx?CSTS=tagrss Thu, 13 Nov 2008 00:00:00 GMT