Employee and customer engagement are leading indicators of financial performance. The authors of Human Sigma: Managing the Employee-Customer Encounter explain.
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.
When evaluating and developing employees, managers must distinguish what’s innate in them (talent) from what can be changed or acquired (knowledge and skills). The authors of Human Sigma: Managing the Employee-Customer Encounter dig deeper into this crucial distinction.