Human Sigma

Name: Human Sigma
Brand: Unknown
SKU: 9781595620163
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Managing the Employee-Customer Encounter

By John H. Fleming

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Summary

Human Sigma by John H. Fleming delves into the principles of managing and improving service experiences in businesses. It focuses on integrating customer and employee experiences to create operational efficiency and greater satisfaction. The book combines insights from behavioural economics and management to offer a systematic approach for enhancing engagement and performance in the service industry.
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Format: Hardback

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Book Hero Magic created this recommendation. While it's new and still learning, it may not be perfect - your feedback is welcome! IS THIS YOUR NEXT READ?

This book may appeal to you if you are interested in enhancing the performance of your business by focusing on the human connections that drive customer interactions and employee engagement. Combining insights from psychology and management, the authors present innovative strategies to align these critical relationships with corporate objectives, offering a fresh perspective on achieving sustainable growth.

Human Sigma

The groundbreaking methodology Six Sigma changed the face of manufacturing quality. Now, HumanSigma is poised to do the same for sales and service. In the face of widespread perceptions of abysmal customer service and disengaged employees - and all-too-real declining profit margins - the need for change is obvious. Human Sigma

Description

The groundbreaking methodology Six Sigma changed the face of manufacturing quality. Now, Human Sigma is poised to do the same for sales and service. In the face of widespread perceptions of abysmal customer service and disengaged employees—and all-too-real declining profit margins—the need for change is obvious.

Human Sigma addresses this need with an exciting new method for managing customer-employee relations that increases both productivity and profitability. It incorporates cutting-edge research in the neurosciences and behavioural economics—including brain imaging research into customers' emotional connections to the companies they love—with proven techniques for improving workforce performance and revenues generated from existing customers.

This practical handbook appeals to senior leaders and line managers alike who are looking for a way to dramatically increase productivity, retain high-value customers, and enhance organisational performance.

Book Hero Magic summarised reviews for this book. While it's new and still learning, it may not be perfect - your feedback is welcome! HOW HAS THIS BEEN REVIEWED?

Human Sigma explores the integration of employee engagement and customer loyalty to enhance organisational performance. The book is praised for its insightful analysis and practical framework, helping businesses improve their service outcomes through a combination of quantitative and qualitative approaches. Reviewers appreciate the actionable strategies it offers for measuring and managing human interactions that drive success.

Book Details

INFORMATION

ISBN: 9781595620163

Publisher: Gallup Press

Format: Hardback

Date Published: 28 October 2007

Country: United States

Imprint: Gallup Press

Audience: Professional and scholarly

DIMENSIONS

Weight: 0g

Pages: 320

Collections

Business & Entrepreneurship Customer Service & Experience John H. Fleming Marketing & Sales Non-Fiction

About the Author

John H. Fleming, Ph.D., is a Principal at The Gallup Organization and Chief Scientist for Gallup's Customer Engagement and HumanSigma practices. He consults with Gallup's global clients to help them improve customer engagement and enhance their business effectiveness. Fleming is a coauthor of the Harvard Business Review article "Manage Your Human Sigma."

Prior to joining Gallup, Fleming spent six years as a member of the psychology faculty at the University of Minnesota. He received his doctorate in social psychology and master's degree in psychology from Princeton University and his bachelor's degree from the College of William and Mary in Williamsburg, Virginia. He lives near Princeton, New Jersey, with his wife, Robin, and their twin daughters, Allison and Emma.

Jim Asplund is The Gallup Organization's Chief Scientist for Strengths-Based Development. He leads Gallup's global research on the science of human strengths, and how to apply them to improve organizational performance. His consulting expertise focuses on how strengths, employee engagement and customer engagement interact to drive financial performance. Jim is also one of Gallup's leading methodologists, specializing in complex research and development efforts.

Prior to joining Gallup, Asplund spent eight years as a lobbyist and policy expert at the Minnesota Legislature, representing clients in the areas of taxation, education funding, utilities, land use, and economic development. Asplund earned his bachelor's degree in mathematics from Grinnell College in Iowa and his master's degree in public policy with emphasis in mathematical demography from the University of Minnesota. He lives near St. Paul, Minnesota, with his wife, Susan, and their sons, Jakob and Jonas.