The Employee Experience: How to Attract Talent, Retain Top Performers, and Drive Results de Tracy Maylett , Matthew Wride tratează un subiect foarte important în interorul oricărei companii: implicarea și spiritul de echipă încurajat de lideri care poate influența performanțele la orice nivel.“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
Everyone thinks of changing the world, but no one thinks of changing himself. —Leo Tolstoy The customer. It’s any person or group receiving a service from an individual or organization. If you run a company, it’s the person buying your T-shirts, pizza, or software. In healthcare, it’s the patient. In education, it’s the student. The customer in a not-for-profit may be the child in a remote village who receives food and medical care. In any case, the customer is the reason every organization exists—the reason people have a job to come to. So why are so many organizations (and people) doing such a terrible job giving the customer a wonderful experience? We’re not talking about you, of course. Or maybe we are. Because most organizations have the same problem: They are desperate to win their customers’ loyalty and affection, but don’t know how to do it. Bribery with discounts doesn’t work. Innovation doesn’t work, because their competitors just out-innovate them. So they spend fortunes and waste years fishing for something that does work—and usually fail. Still, a comparatively few organizations are getting it right. They win their customers’ loyalty and affection. They build brands that seem impervious to harm. What’s their secret? It’s right in front of them, and it’s right in front of you, too. It’s your employees. They are the secret to thrilled customers who boost profits, provide referrals, and who keep coming back. The trouble is, you’re probably not treating your employees as though this were true. We’re going to show you how to change that and, in the process, change everything.
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