- Hardcover: 320 pages
- Publisher: Gallup Press; 1 edition (October 28, 2007)
- Language: English
- ISBN-10: 1595620168
- ISBN-13: 978-1595620163
- Product Dimensions: 6 x 1.1 x 9 inches
- Shipping Weight: 1.4 pounds (View shipping rates and policies)
- Average Customer Review: 32 customer reviews
- Amazon Best Sellers Rank: #815,694 in Books (See Top 100 in Books)
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Human Sigma: Managing the Employee-Customer Encounter Hardcover – October 28, 2007
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About the Author
John H. Fleming, Ph.D., is a Principal at The Gallup Organization and Chief Scientist for Gallup’s Customer Engagement and HumanSigma practices. He consults with Gallup’s global clients to help them improve customer engagement and enhance their business effectiveness. Fleming is a coauthor of the Harvard Business Review article “Manage Your Human Sigma.”
Prior to joining Gallup, Fleming spent six years as a member of the psychology faculty at the University of Minnesota. He received his doctorate in social psychology and master’s degree in psychology from Princeton University and his bachelor’s degree from the College of William and Mary in Williamsburg, Virginia. He lives near Princeton, New Jersey, with his wife, Robin, and their twin daughters, Allison and Emma.
Jim Asplund is The Gallup Organization’s Chief Scientist for Strengths-Based Development. He leads Gallup’s global research on the science of human strengths, and how to apply them to improve organizational performance. His consulting expertise focuses on how strengths, employee engagement and customer engagement interact to drive financial performance. Jim is also one of Gallup’s leading methodologists, specializing in complex research and development efforts.
Prior to joining Gallup, Asplund spent eight years as a lobbyist and policy expert at the Minnesota Legislature, representing clients in the areas of taxation, education funding, utilities, land use, and economic development. Asplund earned his bachelor’s degree in mathematics from Grinnell College in Iowa and his master’s degree in public policy with emphasis in mathematical demography from the University of Minnesota. He lives near St. Paul, Minnesota, with his wife, Susan, and their sons, Jakob and Jonas.
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Great reading for anyone passionate about quality service and building customer loyality.