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How large-company management science is boosting bottom lines for small Mexican businesses
March 13, 2008
Globalization has inspired this fascinating turn of events: The type of management science usually reserved for large, multinational companies is starting to be applied to small businesses in Mexico -- and it's boosting bottom lines. Find out how.
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.
Gallup’s World Poll, the first of its kind, reveals new findings on the “great global dream” and how it will affect the rise of the next economic empire. Jim Clifton, Gallup's chairman and CEO, offers an in-depth analysis of the study's implications for leaders.
Business leaders, researchers, academics, and management consultants alike have found that customer satisfaction is, by itself, a relatively poor indicator of future customer behavior. And the data support their concern, say the authors of Human Sigma: Managing the Employee-Customer Encounter (Gallup Press, November 2007).
