Synopsis
Customers love it when employees are ENGAGED to deliver an experience. However, it doesn't come easy for most companies. The level to which your workforce is ENGAGED also has a significant impact every day on employees' happiness and productivity, the customer experience, and your company's profitability. Your company can be one that customers love to do business with ¦ one that turns customers into loyal followers who buy more and more often. The journey through ENGAGED!, will teach you what leading companies do to create customer love.In this book, you'll discover the Eight Principles that every manager needs to create a workforce that lives the company brand in ways that leads to an experience that helps you create customers for life. With the tools and techniques outlined in this book, your company can: Get all employees on stage to deliver a more consistent customer experience. Increase employees' happiness so they make your customers happier. Go beyond announcing your culture to getting every employee consistently living it. Quantify your culture and customer experience to create unheard of visibility that gets everyone focused on results. Create an environment of appreciation that empowers employees and helps them to become more motivated and committed to your company's success. Fill every manager's toolbox with practical and proven techniques for making your company's values and desired customer experience a part of the conversation ¦ every day!Gregg Lederman taps into his vast experience of helping many best companies to work for to share his proven principles for defining the work culture and customer experience, reminding the workforce to live the brand daily, and”most importantly”quantifying the experience and holding the workforce accountable for financial results.This book dispels popular myths about employee rewards (they don't work the way you think they do) and employee and customer satisfaction efforts (which, for most companies, are more of a distraction than useful data linked to tangible results). The author introduces the ENGAGED Index (a tool you can use to find out how ENGAGED your company is). This book will help you put your plan together so that rather than imagining what could be, you'll actually design what should be.
About the Author
Gregg Lederman is an author, speaker, and CEO whose message of “Managing the Experience†is transforming company cultures across the U.S. Gregg has made it his personal mission to help companies engage their workforce to deliver a branded experience that engages customers and drives sales and profits. His work, along with the work of the team at his company, Brand Integrity, has helped many of today's leading companies (such as Wegmans Food Markets, Chobani, AAA, Erickson Living, and Excellus) to create work environments where employees can become more motivated and committed to delivering the experience that makes them different—that makes them better than the competition. More than 60 percent of Brand Integrity's clients are recognized as “best places to work.â€As a highly sought-after internationally-known professional speaker, Gregg delivers dynamic and interactive keynotes and educational programs to associations, conferences, and within corporate and university environments. Participants consistently rate Gregg among the very best of speakers.Gregg's previous book, Achieve Brand Integrity: Ten Truths You Must Know to Enhance Employee Performance and Increase Company Profits, was recognized by Axiom the best independently-published business book in 2008 in the categories of HR and Employee Training.Gregg is a regular columnist for the Rochester Business Journal and an adjunct professor teaching Executive MBA students at the Simon School at the University of Rochester. He currently resides in Rochester, New York, with his wife, Karyn, and daughters, Caroline, Katie, and Lucy.
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