Human Sigma: Managing the Employee-Customer Encounter

(Hardback)

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Description

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 Sigmaaddresses 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 behavioral economics including brain imaging research into customer's 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 organizational performance.

Author Bio

John H. Fleming, Ph.D., is a Principal at The Gallup Organization and Chief Scientist for Gallups Customer Engagement and HumanSigma practices. He consults with Gallups 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 masters degree in psychology from Princeton University and his bachelors 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 Organizations Chief Scientist for Strengths-Based Development. He leads Gallups 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 Gallups 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 bachelors degree in mathematics from Grinnell College in Iowa and his masters 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.