HumanSigma

Managing the Employee-Customer Encounter

by John H. Fleming and Jim Asplund

		Publisher: Gallup Press Pub. Date: 2007 ISBN: 9781595620163 No. pages: 216 Category: Sales & Marketing

In this summary you will learn

How to use five rules to foster customer relationships and attachment
How to engage, develop and reward customer-contact employees
Why fairness and integrity matter

Why you should read HumanSigma

John H. Fleming and Jim Asplund make a convincing case for building quality into your employee-customer relationships. Their method parallels the way that Six Sigma emphasizes increasing quality by controlling defects in your manufacturing process. The authors – who generously explain a great deal about their program, but who also make the value of their consultancy’s services and research quite clear – show that it is backward to try to enhance your customer interface by eliminating human contact. Instead, warm up that connection by teaching workers properly, assessing results and rewarding people who get it right. getAbstract recommends this solid guide to using measuring, training and nurturing to boost your customer-employee relationships.

About the Authors

Psychologist John H. Fleming, Ph.D., and Jim Asplund are principals and chief scientists at a research and consulting firm that specializes in customer engagement, HumanSigma and strength-based development.

Rating (what is this?)

Overall		(7)
Applicability		(7)
Innovation		(7)
Style		(7)

Level of Expertise (what is this?)

Level

(2)

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