Read this lovely post from Peppers & Rogers:
"Value is created when an employee interacts with a customer," said Dr. John Fleming, chief scientist for customer engagement at Gallup. "A good company will measure and manage that encounter."
Fleming spoke about a concept called HumanSigmaTM. He defined HumanSigma as "a holistic approach to optimizing the human aspects of your business." It measures the human elements of an organization to keep company health on track. According to Fleming, customer engagement combined with employee engagement equals a healthy organization.
Vital signs include heart rate, respiration, and blood pressure. Customer engagement is the heart rate because it keeps the company pumping, employee engagement keeps life going as respiration, and the two together result in blood pressure, represented by financial performance. "An organization's vital signs have to be conceptualized and managed together," Fleming explained.
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