Dedication and Acknowledgements vii
Foreword ix
Introduction xi
Part I Great Expectations
1 Youre 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® 175
10 Building the EXtraordinary 191
Appendix Comparing the Three Contracts: Brand, Transactional, and Psychological 199
Notes 201
Index 209
Ever notice how companies with the best service also have the happiest employees? Thats 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.
InThe 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 workforcethe 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 worlds most successful organizations. By establishing a clear set of expectations and promisescollectively known as the Contractand 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 todays rarest resource: talented people. Blending rigorous research, detailed case studies, in-depth interviews and expert insights,The Employee Experience will teach you to:
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 beginand 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 masters 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 decision-wise.com.
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 masters 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 decision-wise.com.
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The Employee Experience von Tracy Maylett - mit der ISBN: 9781119294207
Business & Management; Business & Management Special Topics; Management; Spezialthemen Wirtschaft u. Management; Wirtschaft; Wirtschaft u. Management, Online-Buchhandlung
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