Summary of Human Sigma
Managing the Employee-Customer Encounter
Build quality into your company’s employee-customer encounters to enhance the value of that pivotal relationship.
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.
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; and
- Why fairness and integrity matter.
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.
Comment on this summary
Contained in Knowledge Pack:
Knowledge PackCustomer Relationship ManagementHow do you build your business around your customers? First, manage the relationship.
Knowledge PackSoft SellingThe best sales come from the best relationships. Build sincere connections that lead to profit.
Knowledge PackCustomer RetentionBuild the best business asset of all: loyal, happy customers and keep them coming back.
Customers who read this summary also read
Shaun Smith and Andy Milligan
Kogan Page, 2015
Ben Reason et al.
Stephen Wunker et al.