Upcoming Event

 

Start Date & Time: Thursday, March 18, 2010 08:00
End Date & Time: Thursday, March 18, 2010 09:30

Location:
Rochester Business Alliance – 4th Floor – Media Room, 150 State Street, Rochester, NY 14614


Parking is FREE and adjacent to the building. You will need a code to exit the parking lot which will be provided to you during the meeting.


Human Sigma - Managing the Employee-Customer Encounter
By John H. Fleming and Jim Asplund
A Book Club Session

Event registration

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A Group Book Club Discussion led by Vince Vezza

What is Human Sigma about? It is about how to manage the employee-customer encounter successfully using methods for assessing the health of the employee-customer encounter with a disciplined process improvement.

The book offers an innovative, research-based approach to one of the toughest challenges facing business 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 Human Sigma approach combines a proven method for assessing the health of the employee-customer encounter with a disciplined process for improvement.

About the Authors

John H. Fleming Ph.D. is a Principal of Gallup and Chief Scientist for Gallup’s Customer Engagement and Human Sigma practices. He consults with Gallup’s global clients to help them improve customer engagement and enhance their business effectiveness; Fleming is a coauthor of Harvard Business article “Manage Your Human Sigma.”

Jim Asplund is a principle of Gallup and 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. Asplund is also one of Gallup’s leading methodologists, specializing in complex research and development efforts.

8:00 to 8:15am - Registration, Coffee/snacks, Networking
8:15 am – 9:30am - Book club discussion Program Presentation

Cost: Complimentary for GRQC Members, $25 for Non Members

PLEASE REGISTER ONLINE OR RSVP: Susan George at the Rochester Business Alliance at 585-256-4612 by Thursday, March 11, 2010 or E-mail: Susan.George @rballiance.com