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When Engaged Employees Meet Engaged Customers; These Moments Produce Results That Far Exceed Companies' Expectations, According to the Authors of Human Sigma (Interview)
Gallup Management Journal 2008, Feb 14
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Publisher Description
Byline: A GMJ Q&A with John H. Fleming and Jim Asplund, authors of Human Sigma: Managing the Employee-Customer Encounter Synopsis: The authors of Human Sigma: Managing the Employee-Customer Encounter tell why people are the fulcrum of profitability and why it's tempting to replace workers with machines -- and why you really, really shouldn't.
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