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The Employee Experience: How to Attract Talent, Retain Top Performers, and Drive Results

De (autor) , Cuvânt înainte de Kerry Patterson
Notă GoodReads:
en Limba Engleză Hardback – 24 Mar 2017

Ever notice how companies with the best service also have the happiest employees? That's no accident. Do you want to build a strong, successful organization? Start by ignoring your customers. Really. Instead, focus first on creating a better employee experience, or EX. Your employees interact with customers, make them smile, and carry your brand message from the warehouse to the front lines. If your employees are having a great experience, so will your customers. In The Employee Experience, employee engagement pioneers Tracy Maylett and Matthew Wride reveal the secrets not only to attracting and retaining top talent, but to building a deeply engaged workforce--the foundation of organizational success. With deep insights into the dynamics of trust and mutual expectations, this book shows that before you can deliver a transcendent customer experience (CX), you must first build a superlative EX. With real-world examples and more than 24 million employee survey responses, Maylett and Wride reveal a clear, consistent pattern among the world's most successful organizations. By establishing a clear set of expectations and promises--collectively known as the Contract--and upholding it consistently, employers can build the trust that leads to powerful engagement. Whether in business, healthcare, education, sports, or nonprofit, these organizations are consistently more successful and more profitable, enjoy sustainable growth, and win the battle to keep today's rarest resource: talented people. Blending rigorous research, detailed case studies, in-depth interviews and expert insights, The Employee Experience will teach you to: * Make the employee experience a core part of your strategy * Understand employee expectations and bridge the "Expectation Gap" * Establish rock-solid Brand, Transactional, and Psychological Contracts that breed trust and confidence * Build an employee-employer partnership in creating something extraordinary * Turn employee engagement into fuel for customer satisfaction, profit, and growth Attracting talent, retaining top performers, and creating an environment in which employees choose to engage drives results. The Employee Experience shows you where truly extraordinary organizations begin...and how to build one. TRACY MAYLETT, Ed.D, SPHR, SHRM-SCP, is the CEO of DecisionWise, where he currently advises leaders across the globe in leadership, change, and employee engagement. Maylett holds a doctorate from Pepperdine University and an MBA from BYU. He is a recognized author, and teaches in the Marriott School of Management at Brigham Young University. MATTHEW WRIDE, JD, PHR, is the COO of DecisionWise. With an extensive business background, Wride brings a fresh approach to organization development and leadership consulting. He is passionate about helping leaders create winning employee experiences. Wride holds a JD from Willamette University and a master's degree from the University of Washington. For over two decades, DecisionWise has advised organizations and leaders in more than seventy countries on leadership, assessment, talent, organization development, and the employee experience. Visit us online at

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ISBN-13: 9781119294184
ISBN-10: 1119294185
Pagini: 240
Dimensiuni: 160 x 235 x 23 mm
Greutate: 0.41 kg
Editura: Wiley
Locul publicării: Hoboken, United States


FOREWORD Introduction Employee Engagement MAGIC Beyond MAGIC Our Goals PART ONE: GREAT EXPECTATIONS Chapter One You're Digging in the Wrong Place CX (Not Indiana Jones) Is King You Can't Get There from Here Throwing Your Employees Under the Bus Digging in the Right Place EX = CX Congruent Experience Defining the Employee Experience Enlightened Self-Interest The Age of the Employee Your People Are Your Brand The Chapter Experience Chapter 2 The Expectation Gap Trying to Predict the Future To Expect Is Human Turnaround The Expectation Gap Susan Interference and Distortion There's Always a Gap Expectation Gaps Matter...A Lot Dear, Did You Forget to Take Out the Trash Again? Your Company Doesn't Exist. Your People Do. The Kansas City Way It's Your Responsibility The Chapter Experience Chapter 3 Ask Your Doctor About Expectation Alignment Dysfunction What is Expectation Alignment? The Problem with Unknown Expectations The Long Lunch The New Metric for Organizational Health Zappos' Failed Experiment? The Six EA Pillars Ask Your Doctor About EAD EAD Symptoms and Causes Preventing EAD EAD Recovery The Chapter Experience Chapter 4 An Intentional Framework Shaping Beliefs I Get it, But How? First, Challenge Your Inheritance Examine Your Foundational Beliefs and Core EX Values Leaders are the Custodians of the Employee Experience Design Thinking as a Business Management Tool Design Thinking in Action Better Design Through Three Lenses Becoming Mindful and Deliberate Control Expectations by Understanding Your Contract The Contract Is Much More Than Words on Paper Why Is the Contract Like An Iceberg? The Expectation Triangle Three Contracts in One The Chapter Experience PART TWO: THREE CONTRACTS Chapter 5 The Brand Contract What Is the Brand Contract? Unanticipated Consequences The Employee Value Proposition What Defines the Brand Contract What the Brand Contract Does A Mechanism for Expectation Alignment How the Brand Contract Affects EX A Canary in Your Coal Mine Preventing Brand Damage The Chapter Experience Chapter 6 The Transactional Contract What is the Transactional Contract? An Overlooked Workhorse Written and Verbal Transactional Doesn't Mean Soulless Intention and Interpretation The Transactional Contract Is... Supporting the Transactional Contract Red Flags Taking Nothing for Granted It's Not Just About Laws and Rules The Chapter Experience Chapter 7 The Psychological Contract Leadership and the Psychological Contract Someone's in Charge Matters of the Heart Can Be Hard Powered by Expectations Studying the Psychological Contract Created, Interpreted, Examined, Acted Upon Mom's on the Roof What Forms the Psychological Contract Don't Wait Until It's Too Late EX and the Employee Experience An Alien Concept Making Sense of the Contract Time for a Contract Revision Aligning the Psychological Contract The Chapter Experience PART 3: TRUST Chapter 8 Moments of Truth Moments of Truth Fasten Your Seat Belt, Unexpected Turbulence Ahead Reinforce, Violate, Create Rubber, Meet Road Indirect Moments of Truth Chronos and Kairos The Right Moment Question & Answer It Comes Down to Trust Trust Accounts More Trust, Greater Agility Once More into the Breach, My Friends Sorry Seems to Be the Hardest Word It's About Character The Chapter Experience Chapter 9 MAGIC MAGIC at the Center CHG, One More Time Looking Through the Lens Life's WORC EX and the Five Elements Meaning (Brand Contract, Psychological Contract, Kairos MOTs) Autonomy (Transactional Contract, Expectation Alignment, Brand Contract) Growth (Transactional Contract, Expectation Alignment, Chronos MOTs) Impact (Brand Contract, Psychological Contract) Connection (Expectation Alignment, Brand Contract, Psychological Contract, Kairos MOTs) The EX and MAGIC The Chapter Experience Chapter 10 Building the EXtraordinary Asking the Right Questions Breadcrumbs Olivia's EX Expectation Alignment Three Contracts Moments of Truth MAGIC The Customer Experience Three Ingredients