John H. Fleming, Ph.D.

John H. Fleming, Ph.D., joined Gallup in 1993. Fleming's consulting insights help Gallup's global clients improve customer engagement and enhance business performance. He is coauthor of the book Human Sigma: Managing the Employee-Customer Encounter.

Fleming was instrumental in the development of Gallup's CE ¹¹ customer engagement program. He is Chief Scientist for Gallup's Customer Engagement and HumanSigma practices, which set worldwide standards for Gallup's brand measurement and customer engagement management applications. Fleming also leads Gallup's Business Impact Analysis Consulting Group and serves as an internal and external consultant on issues related to research design, analysis, and complex modeling.

Fleming coauthored an article on Gallup's HumanSigma model in the Harvard Business Review (July/August, 2005). He 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. A major review of Fleming's research and theoretical contributions was published in Advances in Experimental Social Psychology (Academic Press, 1994).

Before joining Gallup, Fleming spent six years as a member of the psychology faculty at the University of Minnesota. He 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.

For more information on John H. Fleming or the Gallup Speakers Bureau, contact Sarah Van Allen at 877-242-5587.

Speaking Topics

• Human Sigma: Managing the Employee-Customer Encounter
• Beyond Satisfaction: the Customer Engagement Imperative (an Overview of Gallup's CE ¹¹ Customer Engagement Model)

Books

• Human Sigma: Managing the Employee-Customer Encounter