05 February 2009
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HumanSigma Rule #2

How emotion frames the employee-customer encounter

by Bryant Ott
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Emotion frames the employee-customer encounter. This is the second rule of HumanSigma management, and Alegent Health applied it to create a culture that emotionally engages its employees and customers. The result has been greater performance in the metrics that matter most.

Bryant Ott is a writer and editor for Gallup.

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Reader Comments
Patricia J Bussard Posted On 2/12/2009 2:52:47 PM

Great article. Our customers may not always remember what we did for them but they will always remember how we made them feel.

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See also
HumanSigma Rule #1
Human Sigma: Managing the Employee-Customer Encounter
Five New Rules for Management
The Constant Customer

Customer Engagement: Going Beyond Satisfaction

How do world-class organizations rise to the top in today's intensely competitive, turbulent global marketplace? High-performance organizations recognize the emotional drivers of human nature and leverage them to drive performance, one customer at a time.

This event will take place from 08:30 to 11:45 at the Gallup London office (The Adelphi, 1-11 John Adam Street, London WC2N 6HS). There is cost to register. To learn more or to register, visit the Customer Engagement: Going Beyond Satisfaction page on the Gallup Consulting Web site or contact James Rapinac on +44 (0)20 7950 4433.

For a complete schedule of learning opportunities, visit the Gallup Learning Events page.

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