Human Sigma by John H. Fleming and Jim Asplund

Last updated: Jul 12, 2023

Summary of Human Sigma by John H. Fleming and Jim Asplund

Human Sigma: Managing the Employee-Customer Encounter is a book written by John H. Fleming and Jim Asplund. The book explores the concept of Human Sigma, which refers to the emotional connection between employees and customers and its impact on business success.

The authors argue that organizations often focus solely on customer satisfaction and neglect the importance of employee engagement. They propose that by improving the employee-customer encounter, businesses can achieve higher levels of customer loyalty, increased sales, and improved financial performance.

The book begins by discussing the traditional approach to measuring customer satisfaction through surveys and the limitations of this method. Fleming and Asplund introduce the concept of the "employee-customer encounter" as a more holistic and effective way to understand the customer experience.

They emphasize the importance of employee engagement and its direct correlation with customer loyalty. Engaged employees are more likely to provide exceptional service, go the extra mile for customers, and create positive emotional connections. These connections, in turn, lead to increased customer loyalty and advocacy.

The authors present research findings that support the Human Sigma concept, demonstrating the link between employee engagement, customer loyalty, and financial performance. They provide case studies and examples from various industries to illustrate how organizations have successfully implemented Human Sigma principles to drive business growth.

Fleming and Asplund also provide practical strategies and tools for measuring and improving Human Sigma within an organization. They discuss the importance of leadership in creating a culture of engagement, the role of managers in supporting and developing employees, and the need for ongoing measurement and feedback.

The book concludes by highlighting the potential challenges and obstacles that organizations may face when implementing Human Sigma. The authors stress the need for commitment and perseverance, as well as the importance of aligning Human Sigma initiatives with overall business goals.

In summary, Human Sigma is a comprehensive guide that emphasizes the critical role of employee engagement in driving customer loyalty and business success. It provides practical insights, strategies, and tools for organizations to improve the employee-customer encounter and create a culture of engagement that leads to sustainable growth.

1. The Importance of Employee Engagement

One of the key takeaways from the book "Human Sigma" is the importance of employee engagement. The authors argue that engaged employees are more productive, loyal, and satisfied with their work. They also have a positive impact on customer satisfaction and business performance. The book provides actionable insights on how organizations can improve employee engagement, such as creating a positive work environment, providing opportunities for growth and development, and recognizing and rewarding employees for their contributions. By focusing on employee engagement, organizations can create a culture of high performance and achieve better business outcomes.

2. The Power of Emotional Connection

Another interesting takeaway from "Human Sigma" is the power of emotional connection between employees and customers. The authors emphasize that customers are not just rational decision-makers, but also emotional beings. They argue that organizations need to create emotional connections with customers to build loyalty and drive business growth. This can be achieved by training employees to be empathetic, responsive, and attentive to customer needs. The book provides practical strategies for organizations to enhance emotional connections, such as personalizing customer interactions, resolving issues promptly, and going above and beyond to exceed customer expectations. By focusing on emotional connection, organizations can differentiate themselves from competitors and create long-term customer relationships.

3. The Role of Leadership in Employee Engagement

"Human Sigma" highlights the crucial role of leadership in driving employee engagement. The authors argue that leaders play a significant role in creating a positive work environment, setting clear expectations, and providing support and resources to employees. They emphasize the importance of leaders being visible, accessible, and approachable to foster trust and open communication. The book provides insights on how leaders can effectively engage employees, such as providing regular feedback, recognizing and rewarding achievements, and involving employees in decision-making processes. By focusing on leadership development, organizations can create a culture of engagement and empower employees to perform at their best.

4. The Impact of Employee Engagement on Customer Satisfaction

"Human Sigma" highlights the strong link between employee engagement and customer satisfaction. The authors argue that engaged employees are more likely to deliver exceptional customer service, resulting in higher levels of customer satisfaction. They provide evidence from research studies that show a positive correlation between employee engagement and customer loyalty. The book emphasizes the importance of aligning employee and customer experiences to create a consistent and positive brand image. By investing in employee engagement initiatives, organizations can improve customer satisfaction and loyalty, leading to increased business success.

5. The Need for Continuous Feedback and Coaching

The book emphasizes the importance of continuous feedback and coaching in driving employee engagement and performance. The authors argue that employees need regular feedback to understand how they are performing and to identify areas for improvement. They also highlight the role of coaching in developing employees' skills and capabilities. The book provides practical strategies for organizations to implement effective feedback and coaching processes, such as setting clear performance expectations, providing timely feedback, and offering development opportunities. By prioritizing continuous feedback and coaching, organizations can support employee growth and development, leading to improved performance and engagement.

6. The Value of Employee Recognition and Rewards

"Human Sigma" emphasizes the value of employee recognition and rewards in driving engagement and motivation. The authors argue that employees who feel valued and appreciated are more likely to be engaged and committed to their work. They provide insights on how organizations can effectively recognize and reward employees, such as implementing formal recognition programs, providing personalized rewards, and celebrating achievements publicly. The book also highlights the importance of non-monetary rewards, such as opportunities for growth and development, flexible work arrangements, and work-life balance. By prioritizing employee recognition and rewards, organizations can create a positive and motivating work environment.

7. The Role of Trust in Employee Engagement

"Human Sigma" emphasizes the crucial role of trust in driving employee engagement. The authors argue that trust is the foundation of strong employee-manager relationships and organizational success. They provide insights on how organizations can build trust, such as being transparent in communication, delivering on promises, and treating employees with fairness and respect. The book also highlights the importance of trust in fostering collaboration and teamwork. By prioritizing trust-building initiatives, organizations can create a culture of engagement and empower employees to contribute their best.

8. The Impact of Employee Engagement on Business Performance

The book "Human Sigma" highlights the significant impact of employee engagement on business performance. The authors argue that engaged employees are more productive, innovative, and committed to achieving organizational goals. They provide evidence from research studies that show a positive correlation between employee engagement and financial performance. The book emphasizes the importance of aligning employee engagement initiatives with business objectives to drive sustainable growth. By investing in employee engagement, organizations can improve productivity, reduce turnover, and enhance overall business performance.