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Human SIGMA: Managing the Employee-Customer Encounter

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Human SIGMA: Managing the Employee-Customer Encounter Cover

 

Synopses & Reviews

Publisher Comments:

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 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 behavioral 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 organizational performance.

Book News Annotation:

If Six Sigma works so well in manufacturing, surely it should work well in the service community. Fleming and Asplund, both senior members of Gallup, introduce this tool for improving service companies' performance by creating high value engagement with customers. They urge executives to manage employee and customer experiences together, to recognize how emotions drive and shape employee/customer interactions, to think globally but measure and act locally, to identify quantifiable information and use it wisely, and to recognize that good intentions alone do not constitute a plan of action. They are particularly effective at showing how sales and service companies can use these tools to succeed in the global economy, showing how their approach relates to others in developed and developing markets. Annotation ©2009 Book News, Inc., Portland, OR (booknews.com)

Synopsis:

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.

Product Details

ISBN:
9781595620163
Author:
Fleming, John
Publisher:
Gallup Press
Author:
Asplund, Jim
Author:
Fleming, John H.
Subject:
Management
Subject:
Management - General
Subject:
Customer Service
Subject:
Customer services
Subject:
Consumer satisfaction
Subject:
Customer relations
Subject:
Business-Customer Service
Copyright:
Edition Description:
Trade Cloth
Publication Date:
20071031
Binding:
HARDCOVER
Language:
English
Pages:
216
Dimensions:
9 x 6 in 22.5 oz

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Related Subjects

Business » Customer Service
Business » General
Business » Human Resource Management
Business » Management
Business » Quality and Total Quality Management TQM
History and Social Science » Law » General
History and Social Science » World History » General

Human SIGMA: Managing the Employee-Customer Encounter Used Hardcover
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Product details 216 pages Gallup Press - English 9781595620163 Reviews:
"Synopsis" by , 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.
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