{"product_id":"book-c3ao","title":"Human Sigma","description":"\u003cp\u003eSix Sigma changed the face of manufacturing quality, creating excellence by reducing variance in finished goods, revolutionizing businesses, and boosting profits. Now, \u003ci\u003eHuman Sigma\u003c\/i\u003e is poised to do the same for sales and service organizations.\u003c\/p\u003e\u003cp\u003eThis 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 10 million employees and 10 million customers around the globe, the \u003ci\u003eHuman Sigma\u003c\/i\u003e approach combines a proven method for assessing the health of the employee-customer encounter with a disciplined process for improving it.\u003c\/p\u003e\u003cp\u003e\u003ci\u003eHuman Sigma\u003c\/i\u003e is based on five new rules to bring excellence to the way employees engage and interact with customers:\u003c\/p\u003e\u003cp\u003e\u003cb\u003eRULE #1:\u003c\/b\u003e E Pluribus Unum. Employee and customer experiences must be managed together — not as separate entities.\u003c\/p\u003e\u003cp\u003e\u003cb\u003eRULE #2:\u003c\/b\u003e Feelings Are Facts. Emotions drive and shape the employee-customer encounter.\u003c\/p\u003e\u003cp\u003e\u003cb\u003eRULE #3:\u003c\/b\u003e Think Globally, Measure and Act Locally. The employee-customer encounter must be measured and managed at the local level.\u003c\/p\u003e\u003cp\u003e\u003cb\u003eRULE #4:\u003c\/b\u003e There Is One Number You Need to Know. Employee and customer engagement interact to drive enhanced financial performance. And this interaction can be quantified and summarized with a single performance metric.\u003c\/p\u003e\u003cp\u003e\u003cb\u003eRULE #5:\u003c\/b\u003e If You Pray for Potatoes, You Better Grab a Hoe. This means that good intentions alone do not constitute a plan of action. Sustainable improvement in the employee-customer encounter requires disciplined local action coupled with a companywide commitment to changing how employees are recruited, positioned in roles, rewarded and recognized, and importantly, how they are managed.\u003c\/p\u003e\u003cp\u003eEssential reading for today's global business leaders, \u003ci\u003eHuman Sigma\u003c\/i\u003e shows how sales and service companies can flourish in the new global economy. It reveals a profoundly different method for managing human systems for growth. Blending strategic analysis with hands-on, practical steps and advice, \u003ci\u003eHuman Sigma\u003c\/i\u003e will change how you view your work, your employees, and your customers forever.\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e","brand":"Brilliance Audio","offers":[{"title":"Audiobook","offer_id":49382111838512,"sku":"BDc3ao","price":35.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0879\/2784\/9264\/files\/239394-c3ao-Square.jpg?v=1735035204","url":"https:\/\/downpour.com\/products\/book-c3ao","provider":"Downpour","version":"1.0","type":"link"}