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10%OFFJohn H. Fleming - Human Sigma: Managing the Employee-Customer Encounter - 9781595620163 - V9781595620163
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Human Sigma: Managing the Employee-Customer Encounter

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Description for Human Sigma: Managing the Employee-Customer Encounter Hardback. Human Sigma offers an innovative research-based approach to one of the toughest challenges facing sales and services companies today: how to effectively manage the employee-customer encounter to drive business success. Num Pages: 216 pages. BIC Classification: KJSU. Category: (P) Professional & Vocational. Dimension: 237 x 162 x 29. Weight in Grams: 652.

Six Sigma changed the face of manufacturing quality. Now, Human Sigma is poised to do the same for sales and services. Human Sigma offers an innovative research-based approach to one of the toughest challenges facing sales and services companies today: how to effectively manage the employee-customer encounter to drive business success.

What would your company look like if you could increase the revenue and profitability potential of every customer by more than 20 percent? What if you could double the productivity of every employee? And what if these two phenomena together could drive overall organisational performance exponentially? What would ... Read more

Business leaders need something fresh. Something new. The last thing they need is more of the same old conventional wisdom about “satisfying” their employees and their customers.

Based on solid research by The Gallup Organisation, Human Sigma will appeal to senior leaders and line managers alike who are looking for a way to dramatically increase productivity, retain a base of high value customers, and improve overall business performance. Human Sigma is:

  • Rigorous: Based on research involving hundreds of companies, and over 10 million employees and 10 million customers around the world.
  • Innovative: Cutting-edge management science supported by data, including brain imaging research into customer’s emotional connections to the companies they love.
  • Practical: The principles in the book were developed from observations of real-life successes, not some fictional freaks-of-nature that exist only in a laboratory. As such, the lessons contained in the book have been tested in the real world, and can be applied in many situations.
  • Interactive: The book contains a code that can be used to estimate the potential value of Human Sigma to readers’ organisations.
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Product Details

Publisher
Gallup Press
Number of pages
216
Format
Hardback
Publication date
2007
Condition
New
Number of Pages
320
Place of Publication
Omaha, United States
ISBN
9781595620163
SKU
V9781595620163
Shipping Time
Usually ships in 15 to 20 working days
Ref
99-15

About John H. Fleming
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 ... Read more

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