Gallup

The Gallup Organization is one of the world’s most renowned management consulting firms. Gallup has studied human nature and behavior for more than 70 years. It earned its reputation for delivering relevant, timely and visionary research on what people around the world think and feel. Gallup’s staff includes some of the world’s leading scientists in management, economics, psychology and sociology. They identify and monitor behavioral economic indicators worldwide. Gallup has leveraged its deep understanding of human nature and behavior to develop research-based measurement tools, development programs, and strategic advisory services with one single purpose in mind: to help organizations and individuals maximize their performance, facilitate organic growth and increase shareholder value.

For a long time operational excellence was the main source of competitive advantage for mature industries. Today, value is generated or immediately lost during the customer/employee encounter. In an ever more complex world consumers are seeking help, guidance and advice from people at the store level. Among other findings, Gallup’s research has shown that motivated employees create motivated customers. Consequently, satisfied shoppers allocate a higher share of wallet and increase their buying frequency as well as average ticket size.

For retail companies it is crucial to engage customers in dialog. Gallup provides solutions that enable retailers to measure the health of the customer link with valid and well-researched tools. Beyond that, Gallup offers strategies designed to transform the customer experience by accounting for the emotional needs of shoppers. Thus real competitive advantage can be achieved.

CE11 is a measurement tool for customer and consumer engagement deployed in B2B and B2C settings, both as a balance scorecard item and as a strategic intervention tool. It can be tailored to the industry and the competitive environment.

BE10 is a tool designed for measuring brand engagement. It quantifies emotional attachment to a brand and how customers and prospects perceive the authenticity of the brand promise.

Q12 measures the emotional attachment of employees to their leaders. It quantifies how they rate their leaders, how they fulfill their task to the benefit of the leader and the organization they belong to.

HumanSigma provides a holistic perspective and measurement framework for employee engagement and customer engagement. It enables its users to link the strategic and long-term customer-centricity with tangible cascading intervention planning down to the store level.

Dr. Markus Goetz Junginger
Managing Director/Partner
Phone: +49 331 201 5350
E-mail:  markus_junginger@gallup.de
 www.gallup.com