Many leaders have reengineered and reorganized their companies numerous times. But what remains is the biggest business challenge of all: improving and perfecting relationships with customers and with the employees who engage them. More than anything, executives and managers need quantifiable, measurable strategies for making the "intangible" side of their businesses as productive and profitable as it can be.
Drawing on interviews with millions of employees and customers worldwide, the articles and interviews in these pages cover topics such as the best way to get meaningful employee feedback, why customer satisfaction is the wrong measure, the 12 elements of great managing, why most advertising doesn't work, and the impact of positive leadership.
A Ritz-Carlton executive tells how his company is reinventing its world-class brand, while a leader at Ann Taylor describes how the retailer invests in talent. Nobel Prize winner Daniel Kahneman probes how customers think, while one of the inventors of the Internet, Vinton Cerf, speculates on the future of his creation.
With its lively writing and penetrating, research-driven insights, The Best of the Gallup Management Journal 2001-2007 is essential reading for leaders who want to engage employees and customers in a hyper-competitive and ever-changing global economy.
About the Editors
Geoffrey Brewer is the Editorial Director of Gallup Press, which publishes books and the Gallup Management Journal. He is the editor of The New York Times bestsellers 12: The Elements of Great Managing and How Full Is Your Bucket?, which reached #1 on the business list. He also edited the #1 Wall Street Journal and #1 BusinessWeek bestseller StrengthsFinder 2.0. Brewer was previously editor-in-chief of Sales & Marketing Management, a strategy publication for senior executives, and a contributing writer on management for The New York Times. He is a seven-time recipient of the Jesse H. Neal Editorial Achievement Award from American Business Media. Brewer lives in Brooklyn, New York, with his wife, Regan Solmo, and their son, Henry.
Barb Sanford is the managing editor of the Gallup Management Journal. Sanford also contributes her writing and editorial expertise to the book publisher Gallup Press. She was an editor for Discover Your Sales Strengths and Married to the Brand and for the bestsellers 12: The Elements of Great Managing and How Full Is Your Bucket? In addition to her work with the Gallup Management Journal and Gallup Press, Sanford writes and edits for Gallup's corporate marketing team. She is actively involved in the International Association of Business Communicators and has served in leadership roles at the chapter and regional levels. She lives in Lincoln, Nebraska, with her husband, Howard, and daughter, Elizabeth.