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Human Sigma

Human Sigma

Human Sigma

Managing the Employee-Customer Encounter

by John H. Fleming, Ph.D. & Jim Asplund

Human Sigma offers an innovative, research-based approach to one of the toughest challenges businesses face today: how to drive success by effectively managing the moments when employees interact with customers. The authors offer essential ideas for business leaders at all levels and show how sales and service companies can flourish in today's new global economy. Blending strategic analysis with hands-on, practical steps and advice, this book summary will change how you view your work, your employees, and your customers.

What You'll Learn

In this summary of Human Sigma, you will learn:

  • Why employee and customer experiences must be managed together — not as separate entities.
  • How emotions drive and shape the employee-customer encounter.
  • Why the employee-customer encounter must be measured and managed at the local level.
  • How employee and customer engagement interact to drive enhanced financial performance.
  • Why sustainable improvement in the employee-customer encounter requires disciplined local action coupled with a companywide commitment to changing how employees are recruited, positioned in roles, rewarded and recognized, and how they are managed.
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