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

Maylett, Tracy; Wride, Matthew

Hardcover

ISBN 10: 1119294185 ISBN 13: 9781119294184

Publisher: Wiley, 2017

Synopsis

Want a profit-enhancing Customer Experience? Start with the Employee Experience.The Employee Experience helps organizations attract and retain top talent, and reveals the secrets for building a deeply engaged workforce. With insights into the dynamics of trust and mutual expectations, this book proves that before you can deliver a transcendent customer experience (CX), you must first build a superlative employee experience (EX). It's not about perks. It's not about creating a worker's utopia, and it doesn't mean that work must be easy; employees are responsible for managing expectations and meeting the organization's requirements. But by establishing a clear set of expectations and promises--collectively known as "the Contract"--and upholding it consistently, employers can build the essential trust that leads to powerful employee engagement.

The data are unambiguous: organizations with engaged workforces are more profitable, enjoy greater growth, and win the battle to keep the most talented personnel.
Employees who have a fulfilling, rewarding work experience perform better, achieve more, and bring more value to the organization. The Employee Experience teaches you how to leverage the full potential of your people to transform your future:

• Make the Employee Experience a core part of your strategy
• Understand employee expectations and bridge the 'Expectation Gap'
• Establish a rock-solid Contract that breeds trust and confidence
• Build a culture of support and achievement
• Turn employee engagement into an exceptional customer experience, profit, and growth

Creating a transformative employee experience is not about stock options or foosball in the break room. It's about respecting the role your people play in representing your brand and building your business. When you give talented people the space to achieve and thrive, they'll give your customers an experience your competitors can't duplicate. The Employee Experience shows you where extraordinary companies start. . . and how to build one.

About this title

From the Inside Flap

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.

From the Back Cover

Praise for The Employee Experience

"Employee engagement is a great goal, though it can be hard to put into practice. In this well-written book, Maylett and Wride show how to create optimal conditions for employee engagement, and they share compelling stories of organizations that get the employee experience right."
—Marshall Goldsmith, executive coach, business educator and New York Times bestselling author, ranked the number one leadership thinker in the world by Thinkers50

"In The Employee Experience, Maylett and Wride go beyond what makes a great experience (MAGIC) to how to make it happen. By navigating expectations, contracts, and trust, leaders can help employees have a positive experience that derives customer experience."
—Dave Ulrich, Rensis Likert Professor, Ross School of Business, University of Michigan and Partner with The RBL Group

"The Employee Experience explores a simple truth I've been preaching for decades: When you treat your people right, they take care of your customers, who tell their friends, and your profits soar. It's a sweet combination of great results and great human satisfaction. Read this book, do what it says, and get ready to reap the benefits!"
—Ken Blanchard, coauthor of The New One Minute Manager® and Legendary Service

"Stats about employee engagement are usually quite challenging. Tracy Maylett and Matthew Wride tackle the topic with wit, data, and research and present a recipe for the 'secret sauce' that creates fantastic workplace cultures that deliver bottom line results. The Employee Experience is a must-read for leaders serious about creating an environment where people desire to, and actually do, thrive, while growing their organizations."
—Tony Bingham, CEO of the Association for Talent Development

Edition details

• Publisher: Wiley
• Publication date: 2017
• ISBN 10: 1119294185
• ISBN 13: 9781119294184
• Binding: Hardcover
• Language: English
• Edition number: 1
• Number of pages: 240