Human Sigma: Managing the Employee-customer Encounter

Human Sigma: Managing the Employee-customer Encounter

Hardback

By (author) John H. Fleming, By (author) Jim Asplund

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  • Publisher: Gallup Press
  • Format: Hardback | 216 pages
  • Dimensions: 163mm x 241mm x 36mm | 635g
  • Publication date: 28 October 2007
  • Publication City/Country: Omaha
  • ISBN 10: 1595620168
  • ISBN 13: 9781595620163
  • Sales rank: 301,574

Product description

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 organizational performance exponentially? What would your company look like? And how would you go about creating this kind of change? One thing is certain: Business leaders are never going to inspire higher levels of employee productivity and build more passionate customer relationships by doing the same things they have tried for the past 25 years.Based on solid research by The Gallup Organization, 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; and Interactive - the book contains a code that can be used to estimate the potential value of Human Sigma to readers' organizations.

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Author information

John H. Fleming, Ph.D., is a Principal Fleming is a co-author of the Harvard Business Review article "Manage Your Human Sigma." Jim Asplund is The Gallup Organization's Chief Scientist for Strengths-Based Development. He leads Gallup's global research on the science of human strengths, and how to apply them to improve organizational performance.