Book Review: Human Sigma

This book review is part of a series that covers the topic of Customer Service. Customer service is a series of activities designed to enhance the level of customer satisfaction. Its importance varies by product, industry and customer. Todd McDonald is the Official Guide to Customer Service.

Human Sigma: Managing the Employee - Customer Encounter, by John H. Fleming, Jim Asplund, is a valuable resource for people interested in Customer Service, and it is available through Amazon.com and Barnes & Noble.

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.