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The employee-customer encounter must be measured and managed locally
August 11, 2009
“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.
Executives are getting conflicting signals. They’re told the U.S. GDP contracted sharply in early 2009, but also that the recession is bottoming out. Gallup Chief Economist Dennis Jacobe, an early forecaster of the downturn, tries to clear up the confusion.
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.
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.
