Employee ambassadorship : optimizing customer-centric behavior from the inside-out and outside-in / Michael W. Lowenstein.

Format:

Book

Author/Creator:

Lowenstein, Michael W., 1942- author.

Series:

Marketing strategy collection.

Marketing strategy collection

Language:

English

Subjects (All):

Employees--Attitudes.

Employees.

Physical Description:

1 online resource (xviii, 211 pages) : illustrations.

Edition:

1st ed.

Place of Publication:

New York, New York : Business Expert Press, [2017]

Summary:

There have been a number of professional and academic studies, in multiple industries, linking employee attitudes and behaviors with the value customers perceive in their experiences. Through targeted research, and resultant training, communication, process, and reward and recognition programs, what we define as ambassadorship formalizes the direction in which employee engagement has been trending toward for years. Simply, the trend is optimizing employee commitment to the organization and its goals, to the company's unique value proposition, and to the customer. This is employee ambassadorship, a state beyond satisfaction and engagement where all employees are focused on, and tasked with, delivering customer value as part of their job description, irrespective of location, function or level. There is growing general agreement that both developing employee ambassadors and customer advocates should receive high priority and emphasis if an enterprise is going to be successful. What building ambassadorship does mandate, however, is that having employees focus on the customer will definitely drive more positive experiences and stronger loyalty behavior (for both stakeholder groups). Because antecedent approaches to employee engagement (through research and application) are principally about productivity and alignment, and offer an organization only modest insight about level or degree of customer-centricity, more connection between employee behavior and customer behavior builds focus, effectiveness, and profitability. That is what the content/scope of Employee Ambassadorship will help provide.

Contents:

Cover

Contents

Foreword: For Employees and Customers, Should the Goal Be Higher Engagement or Higher Experience Value?

Introduction: Do You Really Wanna Work Here? Are You Happy? Are You Aligned? Are You Productive?

Chapter 1: The Evolving Role(s) and Needs of Employees … and How to Stay in Front of Them

Chapter 2: Customer Centricity and Stakeholder Centricity, and the "People-First" Employee Experience

Chapter 3: Challenges (and Opportunities) Represented by Focus on Employee Satisfaction and Engagement

Chapter 4: The Linkages Between Employee Commitment and the Customer Experience

Chapter 5: Building to Employee Ambassadorship: Concept Scoping and Enterprise Value

Chapter 6: Customers and Employees, and the Emotional Drivers They Share As Stakeholders

Chapter 7: Measuring the Macro (Enterprise and Group) Level of Employee Ambassadorship

Chapter 8: Addressing and Assessing the Impact of Employee Negativism and How a Stakeholder-Centric Culture Can Fix This

Chapter 9: The Employee Life Cycle of the Future and Ambassadorship in Practice

Afterword: Eyes on the Stakeholder Experience Value Prize

Index

Adpage

Backcover.

Notes:

Includes index.

Description based on print version record.

ISBN:

9781631576652

1631576658