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Publisher's Summary

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.

©2017 DecisionWise, LLC (P)2019 Gildan Media, LLC

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Profile Image for Steve Medd
  • Steve Medd
  • 07-08-20

Powerful insights for CX and HR professionals

I’ve just finished this book for the second time and enjoyed it even more than the first.

The two key subjects covered - employee expectations and employee contracts (brand, transactional and psychological) - resonated hugely with me and are conveyed in a light, easily digestible style.

As a Customer Experience professional, Employee Experience is close to my heart, but this book offers invaluable insights for anyone in a managerial or leadership position within an organisation.

I can’t recommend this enough for anyone who cares about their employees, wants to ensure they succeed and set them up to deliver outstanding customer experiences.