John H. Fleming
John H. Fleming, Ph.D., is Principal and Chief Scientist -- Customer Engagement and HumanSigma for The Gallup Organization. He is coauthor of Human Sigma: Managing the Employee-Customer Encounter (Gallup Press, November 2007).
Articles by this Author
When Engaged Employees Meet Engaged Customers
- By John H. Fleming
- Published 02/20/2008
- Customer Service
- Unrated
These moments produce results that far exceed companies’ expectations, according to the authors of Human Sigma
Understanding the Nature of Talent
- By John H. Fleming
- Published 02/12/2008
- Coaching
- Unrated
Managers must distinguish what’s innate in their employees (talent) from what can be changed or acquired (knowledge and skills)
How Employee and Customer Engagement Interact
- By John H. Fleming
- Published 02/3/2008
- Customer Service
- Unrated
It’s not quite as simple as “engaged employees create engaged customers.” Here’s why.
Can Your Company Handle Change?
- By John H. Fleming
- Published 11/9/2007
- Change Management
- Unrated
A management expert explains why organizations initiate change initiatives, the best ways to implement them, and who should participate in them
Where Employee Engagement Happens
- By John H. Fleming
- Published 11/9/2007
- Communication
- Unrated
Executives cannot legislate a high-performing culture with just mission statements. Engagement must grow organically, one workgroup at a time.
Five New Rules for Management
- By John H. Fleming
- Published 11/9/2007
- Leadership
- Unrated
In the process of working with some of the best run companies in the
world, we have learned a great deal about how the world's finest
organizations unleash the power of their human systems and how the
worst fail to do so.
Customer Satisfaction: A Flawed Measure
- By John H. Fleming
- Published 09/23/2007
- Customer Service
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