Your customers want more than “satisfying” transactions – they want engaging relationships
To master the new discipline of the emotional economy, business leaders need a new way to think about “customer requirements” and a new set of tools to help structure their businesses around them. But exactly how should they construct a new definition of customer requirements?
Traditionally, the customer’s perspective has been evaluated by assessing “conformance to requirements,” often (though not always) by using a generic measure of customer satisfaction. Early practitioners of the quality movement postulated that customers would be satisfied with and would continue to purchase a product or service if it met their functional specifications and fulfilled their requirements.
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John H. Fleming, Ph.D., is Principal and Chief Scientist – Customer Engagement and HumanSigma for Gallup and coauthor of Human Sigma: Managing the Employee-Customer Encounter. He coauthored an article on Gallup’s HumanSigma model in the Harvard Business Review (July/August, 2005) and has published more than 20 research articles and book chapters in such prestigious refereed journals as the Journal of Personality and Social Psychology, Social Cognition, the Journal of Experimental Social Psychology, and Personality and Social Psychology Bulletin. John received his doctorate in social psychology and master’s degree in psychology from Princeton University and his bachelor’s degree from the College of William and Mary in Williamsburg, Virginia. To read John’s complete biography, click here.
Jim Asplund is Chief Scientist, Strengths-Based Development and Principal, Performance Impact Consulting with Gallup and coauthor of Human Sigma: Managing the Employee-Customer Encounter. As a founder and director of Gallup’s Performance Impact Consulting practice, Jim pioneered research to develop Gallup’s HumanSigma approach, which improves organizational performance by managing the employee-customer encounter. He was the primary architect of the HumanSigma measurement system and is the principal consultant for many of Gallup’s best-documented longitudinal case studies of the financial benefits of HumanSigma. To read Jim’s complete biography, click here.
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Hardly a month goes by – or so it seems – without yet another headline about apparent unethical behavior in the executive suite: from criminal misrepresentation, to tax evasion, manipulation of accounts, and a whole smorgasbord of fraud. Not surprisingly, as investors, employees, legislators, or simply bemused observers of human behavior, we all want the answer to one question, “Are today’s corporate leaders unusually corrupt?” The disconcerting answer is that these leaders are no different than you or us. Even if we have good ethical values to begin with, given certain situational or internal pressures, every one of us can become unethical.
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Robert Hoyk is a Clinical Psychologist and has conducted research in several institutions. He has taught communication skills to executives, physicians, and couples. Robert lives in Laguna Beach, California with his wife, author, Julie Brickman.
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About the Author
Omar Khan, author of Liberating Passion, is the Founder and Senior Partner of Sensei International, a global leadership development firm serving clients in the Americas, the United Kingdom, Singapore, Dubai, and South Asia. Omar has served as a trusted advisor to the leaders of companies including 3M, American Express, The Ritz-Carlton, Microsoft, Motorola, and Hewlett-Packard. His articles have been featured in the Washington Post, Consulting News, Strategy and Leadership, Personal Excellence Magazine and many others. To read Omar’s full biography, click here.
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In our current economic crisis, workplace wellness programs have become essential to maintain the health of both the employer and the employee. Stress in the workplace has been shown to increase absenteeism, hostility, mistrust, and attrition rates, and decrease company morale and productivity. In addition, workplace stress increases rates of anxiety, depression, and cardiovascular mortality. Recent studies have shown how workplace wellness programs focused on diet, exercise, and stress reduction lead to decreased absenteeism, improved productivity, and substantial cost savings.
In a recent issue of BusinessWeek, the CEO of Johnson and Johnson discussed how investing in their large scale health promotion and disease prevention programs served to reduce benefit costs and improve worker productivity. Data from a study of their program also showed how improvements happened quickly and were sustained over time.
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John M. Kennedy, M.D., is the medical director of preventative cardiology and wellness at Marina del Rey Hospital, and author of the new book, The 15 Minute Heart Cure: The Natural Way to Release Stress and Heal Your Heart in Just Minutes a Day. He has also incorporated the BREATHE™ technique into a company wellness program, BREATHE™ For Company Wellness, which will enable companies to provide a healthy and safe alternative for employee stress release; the program features a private social media component. Dr. Kennedy may be reached at [email protected]. For more information, please visit www.johnmkennedymd.com.
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Leadership Inspirations – Showing Up
/in Leadership Inspirations/by StrategyDrivenDianne Houston
American director and screenwriter
Customer Satisfaction: A Flawed Measure
/in Marketing & Sales/by John H. Fleming and Jim AsplundYour customers want more than “satisfying” transactions – they want engaging relationships
To master the new discipline of the emotional economy, business leaders need a new way to think about “customer requirements” and a new set of tools to help structure their businesses around them. But exactly how should they construct a new definition of customer requirements?
Traditionally, the customer’s perspective has been evaluated by assessing “conformance to requirements,” often (though not always) by using a generic measure of customer satisfaction. Early practitioners of the quality movement postulated that customers would be satisfied with and would continue to purchase a product or service if it met their functional specifications and fulfilled their requirements.
Hi there! This article is available for free. Login or register as a StrategyDriven Personal Business Advisor Self-Guided Client by:
Subscribing to the Self Guided Program - It's Free!
About the Authors
John H. Fleming, Ph.D., is Principal and Chief Scientist – Customer Engagement and HumanSigma for Gallup and coauthor of Human Sigma: Managing the Employee-Customer Encounter
. He coauthored an article on Gallup’s HumanSigma model in the Harvard Business Review (July/August, 2005) and has published more than 20 research articles and book chapters in such prestigious refereed journals as the Journal of Personality and Social Psychology, Social Cognition, the Journal of Experimental Social Psychology, and Personality and Social Psychology Bulletin. John received his doctorate in social psychology and master’s degree in psychology from Princeton University and his bachelor’s degree from the College of William and Mary in Williamsburg, Virginia. To read John’s complete biography, click here.
Jim Asplund is Chief Scientist, Strengths-Based Development and Principal, Performance Impact Consulting with Gallup and coauthor of Human Sigma: Managing the Employee-Customer Encounter
. As a founder and director of Gallup’s Performance Impact Consulting practice, Jim pioneered research to develop Gallup’s HumanSigma approach, which improves organizational performance by managing the employee-customer encounter. He was the primary architect of the HumanSigma measurement system and is the principal consultant for many of Gallup’s best-documented longitudinal case studies of the financial benefits of HumanSigma. To read Jim’s complete biography, click here.
The Ethical Executive
/in Management & Leadership/by Robert HoykHardly a month goes by – or so it seems – without yet another headline about apparent unethical behavior in the executive suite: from criminal misrepresentation, to tax evasion, manipulation of accounts, and a whole smorgasbord of fraud. Not surprisingly, as investors, employees, legislators, or simply bemused observers of human behavior, we all want the answer to one question, “Are today’s corporate leaders unusually corrupt?” The disconcerting answer is that these leaders are no different than you or us. Even if we have good ethical values to begin with, given certain situational or internal pressures, every one of us can become unethical.
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Subscribing to the Self Guided Program - It's Free!
About the Author
StrategyDriven Podcast Special Edition 26 – An Interview with Omar Khan, author of Liberating Passion
/in Diversity & Inclusion, Management & Leadership, StrategyDriven Podcast/by StrategyDrivenSpecial Edition 26 – An Interview with Omar Khan, author of Liberating Passion examines how executives and managers can liberate their organization’s passion; tapping into the workforce’s inner energy and commitment to deliver breakthrough results. During our discussion, Omar Khan, author of Liberating Passion: How the World’s Best Global Leaders Produce Winning Results
and Founder and Senior Partner of Sensei International, shares with us his insights and illustrative examples regarding:
Additional Information
In addition to the incredible insights Omar shares in Liberating Passion
and this special edition podcast are the additional resources accessible from his website at www.Sensei-International.com. Omar’s book, Liberating Passion
, can be purchased by clicking here
.
Final Request…
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About the Author
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B-R-E-A-T-H-E™ In The Workplace Saves Dollars And Lives
/in Practices for Professionals/by John M. KennedyIn our current economic crisis, workplace wellness programs have become essential to maintain the health of both the employer and the employee. Stress in the workplace has been shown to increase absenteeism, hostility, mistrust, and attrition rates, and decrease company morale and productivity. In addition, workplace stress increases rates of anxiety, depression, and cardiovascular mortality. Recent studies have shown how workplace wellness programs focused on diet, exercise, and stress reduction lead to decreased absenteeism, improved productivity, and substantial cost savings.
In a recent issue of BusinessWeek, the CEO of Johnson and Johnson discussed how investing in their large scale health promotion and disease prevention programs served to reduce benefit costs and improve worker productivity. Data from a study of their program also showed how improvements happened quickly and were sustained over time.
Hi there! This article is available for free. Login or register as a StrategyDriven Personal Business Advisor Self-Guided Client by:
Subscribing to the Self Guided Program - It's Free!
About the Author