Human sigma : Managing the employee-customer encounter - FLEMING; Asplund (New York : Gallup Press, 2007)
This book offers an innovative,research-based approach to one of the toughest challenges businesses face today:how to drive success by effectively managing the moments when employees interact with customers.Based on research spanning ten million employees and ten million customer around the globe,the human sigma approach combines a proven method for assessing the health of the employee-customer with a disciplined process for improving it.
Keywords: Consumer satisfaction; Customer relations; Sales management