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Human Sigma: Managing the Employee-Customer Encounter
Tags:
Business & Investing / Industries & Professions / Customer Service / Management & Leadership / Management /
Authors: Jim Asplund - John H. Fleming
Authors: Jim Asplund - John H. Fleming
Edition: Hardcover
Release: 2007-10-28
Publisher: Gallup Press
Format: Hardcover (216 pages)
ISBN 10: 1595620168
ISBN 13: 9781595620163
MSRP: $25.95
Release: 2007-10-28
Publisher: Gallup Press
Format: Hardcover (216 pages)
ISBN 10: 1595620168
ISBN 13: 9781595620163
MSRP: $25.95
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Book Description
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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