12 January 2006

Unlocking Customer Service Excellence

The next business frontier isn't managing processes, but maximizing employee and customer engagement: HumanSigma

by Peter Flade
Every interaction with a customer -- such as a new sales opportunity or complaint handling -- is a chance to develop a relationship and build an emotional connection. HumanSigma looks at the quality of the employee-customer encounter and provides a method for assessing it and a disciplined process for managing and improving it.
Peter Flade is Managing Partner for Gallup in the United Kingom.
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See also
Why Consistency Is the Key to Profitable Customer Service
Great Britain's Workforce Lacks Inspiration
Start Worrying About "Not Engaged" Employees
Building a Highly Engaged Workforce
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.

Popular Topics Brand Engagement Business Consumers Customer Engagement Employee Engagement Innovation Leadership Performance Management Strengths-Based Development Workplace
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Copyright © 2009 Gallup, Inc. All rights reserved.
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