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1-Page Summary of Human Sigma
Causing Quality
Six Sigma has had a profound impact on how companies build quality into their processes and products. It has lowered manufacturing costs while increasing customer satisfaction. Customer service is another area that needs to be improved, so Six Sigma can help with that as well.
Today’s managers have a tough time dealing with the variability of their employees. Therefore, they’ve resorted to using scripts and removing people from customer contact. Executives admit that they don’t trust their employees with customers. This is like Terminator movies where man tries to eliminate human beings who are different from him. Managers need to change this approach by focusing on outcomes instead of script compliance and fostering human interaction between employee and customer.
Many businesses have a “don’t mess up” attitude when it comes to sales and customer service. They simply follow the steps in their process, not caring whether or not they’re helping customers achieve what they want. HumanSigma is based on the idea that you can predict how a customer will react to certain situations, and focus on achieving positive outcomes for them, thus gaining better reputations with your customers.
“Rule #1 – Employee and Customer Experiences Must Be Managed Together”
Just like your body needs to maintain a balance of its biological processes, your company also needs to have balanced business processes. Your body uses feedback signals such as pain and pleasure to tell it when something’s not right with one of its internal processes. For example, if you’re thirsty, the brain tells you that there isn’t enough water in the body by giving you an urge for a drink. Similarly, your company needs feedback from customers and employees in order to know what kind of work is being done well or poorly so that they can take appropriate action on those results. The most important metrics are customer satisfaction and employee satisfaction because these two things go hand-in-hand; without satisfied customers, it doesn’t matter how happy the employees are because no one will buy their products or services; likewise, without satisfied employees who feel valued by their employers (and vice versa), then even if people come through the doors every day wanting whatever product or service is being offered by the company, they’ll leave dissatisfied anyway just because they didn’t want any part of dealing with unhappy staff members all day long! You need both customer AND employee satisfaction in order for a company to be successful – neither alone guarantees success but both together make sure that at least some degree of success occurs!
“Rule #2 – Feelings Are Facts”
A company is not what you know, but rather what your customers feel. Your customer’s emotions come from their interactions with the company and also from friends’ opinions of that company. The reality they create for themselves affects how they view your firm, so if you want to improve the relationship between your customers and yourself, then it’s important to understand how they perceive your brand. Customers want a personal connection with you or else they’ll look elsewhere; therefore providing them with an experience they enjoy is crucial in order to keep them coming back again and again.
Engaging “Emotional Attachment”
If you want to generate revenue, it’s important to connect with your customers on an emotional level. If they’re fully engaged with your product or service, they’ll be more likely to share their positive feelings about it and bring in new customers. The Gallup Organization has found that when a customer is emotionally attached to a company, the company earns 23% more than average per customer. There are four levels of attachment:
