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Human Sigma: Managing the Employee - Customer Encounter

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  • Anonymous

    Posted June 21, 2008

    This is a profound piece of work

    Would you believe that there's an insignificant difference to the bottom line of a company between a dissatisfied customer and a satisfied one? Would you believe that the old '1' 'very dissatisfied' to '5' (very satisfied) scale of measuring customer satisfaction is totally useless for making decisions? This breakthrough piece of work creates a shift in context similar to the manufacturing quality approach upon which it's title is based. It doesn't give a very good explanation of Six Sigma (which doesn't lower its value) however, for some readers, it may be confusing and for others it may keep them from reading on. Six Sigma, unfortunately but understandably, is criticized by many who don't actually understand it's profound significance in the history of manufacturing quality. Human Sigma, like Six Sigma, is a shift in context and all important changes start with just such a shift. Don't look for a formula in this book (although there are very good instructions on the keys to implementation). See it for what it is: a data-based research paper that should shake the foundations of the subject of customer satisfaction. It demonstrates ways of seeing where there are degrees of customer satisfaction that are above the '5' and below the '1' on the classic customer satisfaction measurement scale. It makes it clear that hearing from customers 'I really like the shoes I buy at Nordstroms' may feel good, but it doesn't have much importance to the bottom line of a company. 'I will only buy my shoes at Nordstroms' does. Human Sigma divides its 'time' into two topics. The first is to shatter the understanding of the relationship between customer satisfaction and the company's bottom line. The other is to show how to move customers to the satisfaction levels that do. Don't read this book if you're looking for a customer satisfaction formula (although it does a very good job of showing how to implement a new way of interacting with customers.) But if you've been struggling with the topic of customer satisfaction or, better yet, have an organization with employees that come in direct contact with customers, let Human Sigma give you a new way to see the employee-customer relationship.

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    Posted May 24, 2009

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    Posted November 17, 2009

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  • Anonymous

    Posted February 19, 2009

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