Customer Engagement

A Powerful Alternative to Cutting Costs

Tue, 06 Oct 2009 12:00:00 GMT

Cost curtailment and downsizing aren’t the only approaches to remaining viable in this relentlessly sluggish economy, according to Gallup research. Companies can focus on optimizing the human element of their business by engaging their staff and customers, says the coauthor of Human Sigma.

Restoring B2B Customers’ Confidence

Thu, 27 Aug 2009 10:00:00 GMT

The recession is perhaps hardest on business-to-business companies; as the consumer economy wheezes, the B2B economy chokes. A few B2Bs -- the ones that really meet their customers’ needs -- will survive. But can they do that without rolling over on price?

HumanSigma Rule #3

Tue, 11 Aug 2009 10:00:00 GMT

“Think globally, act locally.” Microbiologist Rene Dubos’ famous quote applies directly to Gallup’s HumanSigma science: A business can achieve consistent performance improvement and sustainable growth when it focuses its energy on managing the employee-customer interactions at the local level.

Planning for the “New Normal”

Tue, 09 Jun 2009 11:00:00 GMT

Some things will change, and some things won’t. But there’s one thing marketers can be sure of, regardless of how the economic crisis shakes out: The consumer is now in charge, and will be for a long time.

A Failure to Communicate

Thu, 19 Mar 2009 10:00:00 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.

Your Company's Purpose Matters Now

Thu, 12 Feb 2009 10:00:00 GMT

In this rough economic climate, it’s more critical than ever that you and your customers know why your company is in business, says a leading marketing expert whose clients have included Wal-Mart, Southwest Airlines, and the U.S. Air Force.

HumanSigma Rule #2

Thu, 05 Feb 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.

Your Roots Are Showing

Wed, 28 Jan 2009 10:00:00 GMT

Marketers, take note: It’s not enough to tell consumers that your offerings have changed. Brands such as KFC, Wal-Mart, and Abu Dhabi may encounter a credibility gap between what they say and what they do.

Who’s Caring for the Customers?

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.

How The Ritz-Carlton Manages the Mystique

Thu, 11 Dec 2008 11:00:00 GMT

All companies do things like pay close attention to standard business measures and train their employees. But this luxury brand watches things that most companies ignore, then uses what it learns to create ongoing, top-to-bottom learning.

HumanSigma Rule #1

Thu, 13 Nov 2008 00:00:00 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.

Don’t Cut Corners With Your Customers

Thu, 09 Oct 2008 10:00:00 GMT

To maintain profits, many businesses are continually looking for ways to reduce costs. Shortchanging the customer experience, however, may cause long-term problems.

Good Pricing Strategies for Bad Times

Thu, 11 Sep 2008 00:00:00 GMT

Setting pricing strategies is never easy, but it’s even more challenging in a tough economy. If you aren’t sure you’re getting the most out of your prices when times are flush, how do you know what to charge when consumers are reluctant to buy at all? To tackle this problem, businesses must first understand the psychology of their customers.

How to Rejuvenate Your Brand

Thu, 11 Sep 2008 00:00:00 GMT

Changing your brand promise involves a lot more than altering your advertising. That’s because whether you’re selling casual dining, SUVs, or daily newspapers, the promise isn’t the only thing that matters -- the delivery counts too.

How Banks Can Rebuild Customer Confidence

Thu, 14 Aug 2008 10:00:00 GMT

Headlines notwithstanding, the outlook for banks is hardly all gloom and doom. “It will get better -- it just takes time for things to right themselves,” says Gallup’s chief economist. He and a financial services expert explain how banks can turn things around.

Does Your Technology Engage Your Customers?

Thu, 12 Jun 2008 00:00:00 GMT

Organizations continually feel pressure to improve efficiency and reduce costs while also meeting the demands of their increasingly time-starved customer base. Customers constantly seek speedier and more convenient access, wherever and whenever they might feel the need. Although technology should be able to directly address the demands of both company and customer, it isn't doing so effectively enough. Here's why.

The Chief Marketing Officer’s Dilemma

Thu, 13 Mar 2008 00:00:00 GMT

Powerhouse brands such as Chrysler, Sears, Visa, and Coca-Cola have recently changed their marketing leadership. Are the cast-off executives victims of high expectations? Or are their employers failing to recognize what really drives the health of their brands? Bill McEwen, author of Married to the Brand, tackles these questions, which are daunting today's marketing chiefs at companies across many industries.

Sharing Knowledge Improves Stryker’s Performance

Thu, 14 Feb 2008 00:00:00 GMT

Measuring internal customer service is driving positive results in one of the world’s biggest medical equipment companies. This profile of a major division of Stryker -- with 1,800 employees in 21 countries who speak almost two dozen different languages -- reveals how.

When Engaged Employees Meet Engaged Customers

Thu, 14 Feb 2008 00:00:00 GMT

The authors of Human Sigma: Managing the Employee-Customer Encounter tell why people are the fulcrum of profitability and why it’s tempting to replace workers with machines -- and why you really, really shouldn’t.

Whatever Happened to the “Service Station”?

Thu, 13 Dec 2007 00:00:00 GMT

In their efforts to cut costs, companies in gasoline retailing -- and plenty of other industries -- are minimizing human interaction. But in doing so, they're undermining a major competitive advantage: the personal touch. Does this self-service approach risk turning their brands into commodities?

A Holiday Wish: Helpful Store Staff

Thu, 08 Nov 2007 00:00:00 GMT

Those shopping for consumer electronics say employees in the store are a key factor in determining where they’ll buy, according to recent results from a Gallup Panel.

Who Are Your Promise Keepers?

Thu, 08 Nov 2007 00:00:00 GMT

Your company must do more than make promises to consumers. You need brand ambassadors who deliver on them, says William J. McEwen, author of Married to the Brand.

Five New Rules for Management

Thu, 11 Oct 2007 00:00:00 GMT

The world’s best companies unleash the power of their human systems, and the worst fail to do so. So write the authors of Human Sigma: Managing the Employee-Customer Encounter, due out next month from Gallup Press. Here, they reveal key lessons from leading-edge organizations.

The Future of Phones

Thu, 11 Oct 2007 00:00:00 GMT

“I think the last time I had a land line, it was in my dorm room in college." So says at least one 24-year old. Is he representative of a growing trend in phone usage? New research by The Gallup Panel reveals the answer to this and other questions.

Customer Satisfaction: A Flawed Measure

Thu, 13 Sep 2007 00:00:00 GMT

Business leaders, researchers, academics, and management consultants alike have found that customer satisfaction is, by itself, a relatively poor indicator of future customer behavior. And the data support their concern, say the authors of Human Sigma: Managing the Employee-Customer Encounter (Gallup Press, November 2007).