Customer Engagement

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.

Bankers, Meet Your Customers

Thu, 04 Jun 2009 10:00:00 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.

B2B Customers Have Feelings Too

Thu, 14 May 2009 13:15:00 GMT

Only 22% of business-to-business customers are engaged, and just 13% are fully engaged. The reason? A small percentage of B2B companies focus on engaging customers emotionally. The other companies believe they need only emphasize price, speed, and efficiency.

Employee Disengagement Plagues Germany

Thu, 09 Apr 2009 13:00:00 GMT

The vast majority of the German workforce is not engaged with its work. Though not a hot topic at last week’s G-20 summit, this presents a serious threat to productivity -- and ultimately to Germany’s gross domestic product.

What if the Recession Endures?

Thu, 02 Apr 2009 11:30:00 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.

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.

Where Do People Do Their Banking?

Thu, 12 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.

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.

How Banks Can Save Themselves

Thu, 08 Jan 2009 09:00:00 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.

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.

Your Organization’s Survival Plan

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.

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.

Islamic Banking Means Western Opportunity

Thu, 14 Aug 2008 10:00:00 GMT

Fulfilling the requirements of an Islamic customer base and complying with Islamic banking principles isn’t easy, and few banks do it well. But for any bank serving a large Muslim population, the effort can be worth it.

When the Going Gets Tough

Thu, 10 Jul 2008 00:00:00 GMT

Companies around the globe, such as Starbucks, Procter & Gamble, and Wal-Mart, are battling with the marketing challenges posed by a tough economy. What strategies work best for these global brands -- and why? A marketing expert tackles these questions.

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.

Transformational Change in Higher Education

Thu, 12 Jun 2008 00:00:00 GMT

Nova Southeastern University in Florida has gone to vast lengths to build its brand, in much the same way a successful business would. Here's how the school applied management practices commonly used in corporations and governmental organizations to its brand-building effort.

The Business Value of Niceness

Thu, 10 Apr 2008 00:00:00 GMT

Upscale clothier Jack Mitchell, author of the bestseller Hug Your Customers and CEO of Mitchells/Richards/Marshs, explains his infectiously enthusiastic approach to management in his latest book, Hug Your People. In this interview, Mitchell tells why positivity is good for productivity and profits.

Knowing Your Company’s Vital Signs

Thu, 13 Mar 2008 00:00:00 GMT

Employee and customer engagement are leading indicators of financial performance. The authors of Human Sigma: Managing the Employee-Customer Encounter explain.