Human Sigma: Managing the Employee - Customer Encounter by John H. Fleming, Jim Asplund

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(Hardcover)

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  • Publisher: Pgw
  • Pub. Date: October 2007
  • ISBN-13: 9781595620163
  • Sales Rank: 28,639
  • 313pp
  • Edition Number: 1
 
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Synopsis

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 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.

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Human Sigma: Managing the Employee - Customer Encounterby Anonymous

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June 21, 2008: Would you believe that there's an insignificant difference to the bottom line of a company between a dissatisfied customer and a satisfied one? Would you believe that the old '1' 'very dissatisfied' to '5' (very satisfied) scale of measuring customer satisfaction is totally useless for making decisions? This breakthrough piece of work creates a shift in context similar to the manufacturing quality approach upon which it's title is based. It doesn't give a very good explanation of Six Sigma (which doesn't lower its value) however, for some readers, it may be confusing and for others it may keep them from reading on. Six Sigma, unfortunately but understandably, is criticized by many who don't actually understand it's profound significance in the history of manufacturing quality. Human Sigma, like Six Sigma, is a shift in context and all important changes start with just such a shift. Don't look for a formula in this book (although there are very good instructions on the keys to implementation). See it for what it is: a data-based research paper that should shake the foundations of the subject of customer satisfaction. It demonstrates ways of seeing where there are degrees of customer satisfaction that are above the '5' and below the '1' on the classic customer satisfaction measurement scale. It makes it clear that hearing from customers 'I really like the shoes I buy at Nordstroms' may feel good, but it doesn't have much importance to the bottom line of a company. 'I will only buy my shoes at Nordstroms' does. Human Sigma divides its 'time' into two topics. The first is to shatter the understanding of the relationship between customer satisfaction and the company's bottom line. The other is to show how to move customers to the satisfaction levels that do. Don't read this book if you're looking for a customer satisfaction formula (although it does a very good job of showing how to implement a new way of interacting with customers.) But if you've been struggling with the topic of customer satisfaction or, better yet, have an organization with employees that come in direct contact with customers, let Human Sigma give you a new way to see the employee-customer relationship.