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Author: Shep Hyken Publisher: Greenleaf Book Group ISBN: 1608321061 Category : Communication in organizations Languages : en Pages : 216
Book Description
What is the amazement revolution? It is the culture that can drive any organisation -- from one employee to tens of thousands -- to focus completely on delivering an amazing customer-service experience. In this sequel to the Wall Street Journal best-selling book "The Cult of the Customer", Shep Hyken shares seven powerful strategies that any organisation can implement to create greater customer and employee loyalty. In a tough, competitive, and price-sensitive economy, customer service is one of the most essential tools to separate your business from the competition. These strategies work, as evidenced by the more than seventy case studies and examples that Hyken shares throughout the book. These examples provide dozens of lessons that can and should be implemented immediately. Corporate and industry clients from all over the world have tapped into the expertise of Shep Hyken. His client list is a who's who in the business world. As an author and speaker, Hyken is known for his simple and direct strategies that help his clients build successful, customer-focused organisations.
Author: Shep Hyken Publisher: Greenleaf Book Group ISBN: 1608321061 Category : Communication in organizations Languages : en Pages : 216
Book Description
What is the amazement revolution? It is the culture that can drive any organisation -- from one employee to tens of thousands -- to focus completely on delivering an amazing customer-service experience. In this sequel to the Wall Street Journal best-selling book "The Cult of the Customer", Shep Hyken shares seven powerful strategies that any organisation can implement to create greater customer and employee loyalty. In a tough, competitive, and price-sensitive economy, customer service is one of the most essential tools to separate your business from the competition. These strategies work, as evidenced by the more than seventy case studies and examples that Hyken shares throughout the book. These examples provide dozens of lessons that can and should be implemented immediately. Corporate and industry clients from all over the world have tapped into the expertise of Shep Hyken. His client list is a who's who in the business world. As an author and speaker, Hyken is known for his simple and direct strategies that help his clients build successful, customer-focused organisations.
Author: Jacob Morgan Publisher: John Wiley & Sons ISBN: 1119321654 Category : Business & Economics Languages : en Pages : 304
Book Description
Research Shows Organizations That Focus on Employee Experience Far Outperform Those That Don't Recently a new type of organization has emerged, one that focuses on employee experiences as a way to drive innovation, increase customer satisfaction, find and hire the best people, make work more engaging, and improve overall performance. The Employee Experience Advantage is the first book of its kind to tackle this emerging topic that is becoming the #1 priority for business leaders around the world. Although everyone talks about employee experience nobody has really been able to explain concretely what it is and how to go about designing for it...until now. How can organizations truly create a place where employees want to show up to work versus need to show up to work? For decades the business world has focused on measuring employee engagement meanwhile global engagement scores remain at an all time low despite all the surveys and institutes that been springing up tackle this problem. Clearly something is not working. Employee engagement has become the short-term adrenaline shot that organizations turn to when they need to increase their engagement scores. Instead, we have to focus on designing employee experiences which is the long term organizational design that leads to engaged employees. This is the only long-term solution. Organizations have been stuck focusing on the cause instead of the effect. The cause is employee experience; the effect is an engaged workforce. Backed by an extensive research project that looked at over 150 studies and articles, featured extensive interviews with over 150 executives, and analyzed over 250 global organizations, this book clearly breaks down the three environments that make up every single employee experience at every organization around the world and how to design for them. These are the cultural, technological, and physical environments. This book explores the attributes that organizations need to focus on in each one of these environments to create COOL spaces, ACE technology, and a CELEBRATED culture. Featuring exclusive case studies, unique frameworks, and never before seen research, The Employee Experience Advantage guides readers on a journey of creating a place where people actually want to show up to work. Readers will learn: The trends shaping employee experience How to evaluate their own employee experience using the Employee Experience Score What the world's leading organizations are doing around employee experience How to design for technology, culture, and physical spaces The role people analytics place in employee experience Frameworks for how to actually create employee experiences The role of the gig economy The future of employee experience Nine types of organizations that focus on employee experience And much more! There is no question that engaged employees perform better, aspire higher, and achieve more, but you can't create employee engagement without designing employee experiences first. It's time to rethink your strategy and implement a real-world framework that focuses on how to create an organization where people want to show up to work. The Employee Experience Advantage shows you how to do just that.
Author: John R. DiJulius Publisher: Greenleaf Book Group ISBN: Category : Business & Economics Languages : en Pages : 262
Book Description
Create a World-Class Workforce Every business out there is interested in earning profits. But sometimes the bottom line is not the best indicator of a company’s long-term health. In the wake of the Great Resignation, companies are scrambling to hold on to both employees and profits. It turns out that one answer is the key to both. The Employee Experience Revolution divulges the little-known secret of how to become a more profitable company, in both the short and long term: happy employees. “Your customers will never be any happier than your employees. Your people . . . create and deliver the experience that keeps customers coming back.” Authors John DiJulius III and David Murray, founder and VP of consulting, respectively, of The DiJulius Group, are experts in the customer and employee experience industry. The companies they have advised include Starbucks, Chick-fil-A, Lexus, and The Ritz-Carlton. The goal is to have processes and a culture that encourage employees to naturally buy in to a company’s brand so they voluntarily sing their employer’s praises while providing stellar customer service. Pay is only one factor. A healthy organization will strive to give their employees job satisfaction by providing purpose, recognition, appropriate expectations, and even like-minded coworkers. The principles in this book can be applied to any company, large or small, to help improve how their organization runs as well as their bottom line.
Author: Tsedal Neeley Publisher: HarperCollins ISBN: 006306832X Category : Business & Economics Languages : en Pages : 240
Book Description
LONGLISTED FOR THE FINANCIAL TIMES & MCKINSEY BUSINESS BOOK OF THE YEAR “I often talk about the importance of trust when it comes to work: the trust of your employees and building trust with your customers. This book provides a blueprint for how to build and maintain that trust and connection in a digital environment.” —Eric S. Yuan, founder and CEO of Zoom A Harvard Business School professor and leading expert in virtual and global work provides remote workers and leaders with the best practices necessary to perform at the highest levels in their organizations. The rapid and unprecedented changes brought on by Covid-19 have accelerated the transition to remote working, requiring the wholesale migration of nearly entire companies to virtual work in just weeks, leaving managers and employees scrambling to adjust. This massive transition has forced companies to rapidly advance their digital footprint, using cloud, storage, cybersecurity, and device tools to accommodate their new remote workforce. Experiencing the benefits of remote working—including nonexistent commute times, lower operational costs, and a larger pool of global job applicants—many companies, including Twitter and Google, plan to permanently incorporate remote days or give employees the option to work from home full-time. But virtual work has it challenges. Employees feel lost, isolated, out of sync, and out of sight. They want to know how to build trust, maintain connections without in-person interactions, and a proper work/life balance. Managers want to know how to lead virtually, how to keep their teams motivated, what digital tools they’ll need, and how to keep employees productive. Providing compelling, evidence-based answers to these and other pressing issues, Remote Work Revolution is essential for navigating the enduring challenges teams and managers face. Filled with specific actionable steps and interactive tools, this timely book will help team members deliver results previously out of reach. Following Neeley’s advice, employees will be able to break through routine norms to successfully use remote work to benefit themselves, their groups, and ultimately their organizations.
Author: John R. DiJulius Publisher: Greenleaf Book Group ISBN: 1626341303 Category : Business & Economics Languages : en Pages : 200
Book Description
In The Customer Service Revolution, DiJulius points out how numerous companies have made Customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this Customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the Customer—which ultimately permeates into people’s personal lives at home and in their communities. Can the way you run your business or treat your Customers have an effect on the world at large? John DiJulius will show you just that! Drawing on years of experience consulting with the top customer service companies around the world and in his role building his first business, John Robert’s Spa, into one of the top 20 salons in the US, DiJulius will show you exactly how to create your very own Customer service revolution and make price irrelevant.
Author: Jacob Morgan Publisher: John Wiley & Sons ISBN: 111932162X Category : Business & Economics Languages : en Pages : 310
Book Description
Research Shows Organizations That Focus on Employee Experience Far Outperform Those That Don't Recently a new type of organization has emerged, one that focuses on employee experiences as a way to drive innovation, increase customer satisfaction, find and hire the best people, make work more engaging, and improve overall performance. The Employee Experience Advantage is the first book of its kind to tackle this emerging topic that is becoming the #1 priority for business leaders around the world. Although everyone talks about employee experience nobody has really been able to explain concretely what it is and how to go about designing for it...until now. How can organizations truly create a place where employees want to show up to work versus need to show up to work? For decades the business world has focused on measuring employee engagement meanwhile global engagement scores remain at an all time low despite all the surveys and institutes that been springing up tackle this problem. Clearly something is not working. Employee engagement has become the short-term adrenaline shot that organizations turn to when they need to increase their engagement scores. Instead, we have to focus on designing employee experiences which is the long term organizational design that leads to engaged employees. This is the only long-term solution. Organizations have been stuck focusing on the cause instead of the effect. The cause is employee experience; the effect is an engaged workforce. Backed by an extensive research project that looked at over 150 studies and articles, featured extensive interviews with over 150 executives, and analyzed over 250 global organizations, this book clearly breaks down the three environments that make up every single employee experience at every organization around the world and how to design for them. These are the cultural, technological, and physical environments. This book explores the attributes that organizations need to focus on in each one of these environments to create COOL spaces, ACE technology, and a CELEBRATED culture. Featuring exclusive case studies, unique frameworks, and never before seen research, The Employee Experience Advantage guides readers on a journey of creating a place where people actually want to show up to work. Readers will learn: The trends shaping employee experience How to evaluate their own employee experience using the Employee Experience Score What the world's leading organizations are doing around employee experience How to design for technology, culture, and physical spaces The role people analytics place in employee experience Frameworks for how to actually create employee experiences The role of the gig economy The future of employee experience Nine types of organizations that focus on employee experience And much more! There is no question that engaged employees perform better, aspire higher, and achieve more, but you can't create employee engagement without designing employee experiences first. It's time to rethink your strategy and implement a real-world framework that focuses on how to create an organization where people want to show up to work. The Employee Experience Advantage shows you how to do just that.
Author: John R. DiJulius Publisher: Greenleaf Book Group ISBN: 1626346445 Category : Business & Economics Languages : en Pages : 265
Book Description
Creating Authentic Customer Connections in a High-Tech World In The Relationship Economy, author John DiJulius teaches business leaders about the importance of relationship building in the digital age. He argues that in spite of (and because of) the advances in tech, we've become a less connected society. We have dramatically evolved away from face-to-face communication, and the skill of building rapport is evaporating. This means that customer personalization and relationships are more important now than ever—and they will be the key to success for businesses moving forward. As he aptly states, “Being able to build true sustainable relationships is the biggest competitive advantage in a world where automation, artificial intelligence, and machine learning are eliminating the human experience, which is what creates the emotional connections that build true customer loyalty.” This book reminds readers of the importance of personal connections and shows them how to attain meaningful, lasting relationships with their customers.
Author: Julie Clow Publisher: John Wiley & Sons ISBN: 1118172051 Category : Business & Economics Languages : en Pages : 272
Book Description
Embrace connectivity, increase empowerment, and achieve better work-life blending We live in a new age of global companies, hyper-access to information, and accessibility to tools that enable us to bring any idea life. Strangely, our workplaces are lagging behind the promise of this open and collaborative world. Most organizations are rule-based, top-down, dreary environments optimized for conformity and little else. The Work Revolution creates a compelling portrait of a different kind of work. “I believe that freedom in the workplace is worth fighting for and that every person and every organization can be excellent.” Julie Clow articulates the rules we follow today in our work force, the reasons they no longer work, and what we can do instead. The Work Revolution deconstructs the magic behind thriving, liberated organizations (such as Google) into clear principles that any individual, leader, and organization can adopt to create sustainable and engaging lives. Provides actionable changes anyone can make, regardless of where they work, to create a more sustainable work-life blend Details concrete ways to influence existing organizations to change Guides leaders to make tangible changes in their teams to enable greater autonomy and impact Outlines organizational culture principles that support and nurture high-performance and healthy environments, providing clear options for instituting cultural change based on specific organizational challenges Rejecting productivity Band-Aids and quick fixes, The Work Revolution conceptualizes a completely new workplace that embraces the always-connected reality to create organizations in which high achievers can sustainably thrive.
Author: Lisa Taylor Publisher: University of Toronto Press ISBN: 1487500823 Category : Business & Economics Languages : en Pages : 243
Book Description
The definitive guide to maximizing workforce value, The Talent Revolution exposes work-life longevity as the most influential driver transforming today's workplace - a competitive edge for organizations smart enough to capitalize on it. This is a first - a book that positions older workers as revolutionaries and reveals how organizations that engage employees across all life stages will outperform their competitors. With clarity and specificity, it describes new models, debunks commonly held myths about older workers, demolishes justifications for traditional structures and attitudes, and builds the case for a reset that will help smart companies profit from their intergenerational workforce. Through case studies, metrics, strategies, and tactics, The Talent Revolution explores the impact of workforce demographics on the future of work and provides new, actionable strategies for turning an aging workforce into a competitive advantage.
Author: Jacob Morgan Publisher: John Wiley & Sons ISBN: 1118877241 Category : Business & Economics Languages : en Pages : 261
Book Description
Throughout the history of business employees had to adapt to managers and managers had to adapt to organizations. In the future this is reversed with managers and organizations adapting to employees. This means that in order to succeed and thrive organizations must rethink and challenge everything they know about work. The demographics of employees are changing and so are employee expectations, values, attitudes, and styles of working. Conventional management models must be replaced with leadership approaches adapted to the future employee. Organizations must also rethink their traditional structure, how they empower employees, and what they need to do to remain competitive in a rapidly changing world. This is a book about how employees of the future will work, how managers will lead, and what organizations of the future will look like. The Future of Work will help you: Stay ahead of the competition Create better leaders Tap into the freelancer economy Attract and retain top talent Rethink management Structure effective teams Embrace flexible work environments Adapt to the changing workforce Build the organization of the future And more The book features uncommon examples and easy to understand concepts which will challenge and inspire you to work differently.
Author: Shep Hyken
Author: Shep Hyken
Author: Jacob Morgan
Author: John R. DiJulius
Author: Tsedal Neeley
Author: John R. DiJulius
Author: Jacob Morgan
Author: John R. DiJulius
Author: Julie Clow
Author: Lisa Taylor
Author: Jacob Morgan