The employee experience : how to attract talent, retain top performers, and drive results
著者
書誌事項
The employee experience : how to attract talent, retain top performers, and drive results
Wiley, c2017
- : cloth
大学図書館所蔵 全3件
  青森
  岩手
  宮城
  秋田
  山形
  福島
  茨城
  栃木
  群馬
  埼玉
  千葉
  東京
  神奈川
  新潟
  富山
  石川
  福井
  山梨
  長野
  岐阜
  静岡
  愛知
  三重
  滋賀
  京都
  大阪
  兵庫
  奈良
  和歌山
  鳥取
  島根
  岡山
  広島
  山口
  徳島
  香川
  愛媛
  高知
  福岡
  佐賀
  長崎
  熊本
  大分
  宮崎
  鹿児島
  沖縄
  韓国
  中国
  タイ
  イギリス
  ドイツ
  スイス
  フランス
  ベルギー
  オランダ
  スウェーデン
  ノルウェー
  アメリカ
注記
Includes index
内容説明・目次
内容説明
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 www.decision-wise.com.
目次
Dedication and Acknowledgements vii
Foreword ix
Introduction xi
PART I Great Expectations
1 You're Digging in the Wrong Place 3
2 The Expectation Gap 21
3 Ask Your Doctor about Expectation Alignment Dysfunction 43
4 An Intentional Framework 67
PART II Three Contracts
5 The Brand Contract 91
6 The Transactional Contract 111
7 The Psychological Contract 131
PART III Trust
8 Moments of Truth 153
9 Engagement MAGIC (R) 175
10 Building the EXtraordinary 191
Appendix Comparing the Three Contracts: Brand, Transactional, and Psychological 199
Notes 201
Index 209
「Nielsen BookData」 より