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 customers emotional connections to the companies they love with proven techniques for improving workforce . Six sigma changed the face of manufacturing quality now humansigma is poised to do the same for sales and services human sigma offers an innovative research based approach to one of the toughest challenges facing sales and services companies today how to effectively manage the employee customer encounter to drive business success. Human sigma is a rich discourse that will assist any customer strategist and customer experience engineer to master the thinking and practices that have made the ritz carlton and scandanavian airlines the great organisations that they are. Human sigma grew out of a multiyear research based initiative designed to map the terrain of the employee customer encounter we identified ways to measure the effectiveness of the encounter. Human sigma managing the employee customer encounter jul 22nd 2009 admin account sift media blogger share this content in my continuing series of book reviews i profile a great book by john h fleming phd and jim asplund called human sigma this book describes an innovative management approach that improves the financial performance of sales and service companies by managing
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