All Entries Tagged With: "John Fleming"
How Do I Assess Thee? Let Me Count
The authors of Human Sigma take a pretty damning view of the evaluation process of most companies as being antithesis to productive improvement of the employees.
“First, where did the set of things to be rated come from? Did they come from a systemic study of the necessary outcomes of your job, or did they [...]
Gulp! Let Employees Set The Rules
So getting back to my Human Sigma discussion in this entry. There is quite a bit I am skipping over generally because I have discussed many of the concepts before in other entries. For example, the idea that customers can develop an emotional investment with a company based on how different factors align with how [...]
That You Care Is What Matters
Yesterday I alluded to the research findings presented by Fleming and Asplund in their book, Human Sigma, that how you handle customer problems is more important to your relationship with them than actually solving the problem. (I should mention, HumanSigma is a program of Gallup so they have a lot of experience in surveying.) [...]
Business Solutions Unfair to Customers
Emotional Advocacy
Yesterday, I started writing about the book, Human Sigma by John Fleming and Jim Asplund and as promised, I wanted to continue exploring the book today. One of the things I was happy to see addressed was the idea of the single question customer survey. I had pondered the validity using the question, [...]
Emotional Satisfaction
A two years ago I had been entranced by a comment Neill Roan made about arts administrators being so emotionally satisfied with their jobs, they didn’t feel the need to keep current on the latest literature and theories about arts administration. Earlier this year, I was in touch with Neill on another matter [...]