The Employee Experience : How to Attract Talent, Retain Top Performers, and Drive Results / Tracy Maylett, EdD, and Matthew Wride, JD.

Format:

Book

Author/Creator:

Maylett, Tracy, author.

Wride, Matthew, author.

Language:

English

Subjects (All):

Personnel management.

Physical Description:

1 online resource (210 pages) : illustrations

Edition:

1st edition

Place of Publication:

Hoboken, New Jersey : Wiley, [2017]

System Details:

text file

Summary:

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 f...

Contents:

Introduction

Great expectations

You're digging in the wrong place

The expectation gap

Ask your doctor about expectation alignment dysfunction

An intentional framework

Three contracts

The brand contract

The transactional contract

The psychological contract

Trust

Moments of truth

Magic

Building the extraordinary.

Notes:

Includes bibliographical references and index.

Description based on online resource; title from PDF title page (ebrary, viewed February 2, 2017).

ISBN:

9781119294207

1119294207

OCLC:

969639977