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Bridging the Expectation Gap : Three Contracts That Align Trust, Relationships, and the Employee Experience.
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...
| Clasificación: | Libro Electrónico |
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| Autor principal: | |
| Otros Autores: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Somerset :
John Wiley & Sons, Incorporated,
2017.
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| Temas: | |
| Acceso en línea: | Texto completo |
Tabla de Contenidos:
- Title page; Copyright; Dedication and Acknowledgements; Foreword; Introduction; Employee Engagement; Engagement Magic®; Beyond Engagement Magic; Our Goals; Part I: Great Expectations; Chapter 1 You're Digging in the Wrong Place; CX (Not Indiana Jones) Is King; You Can't Get There From Here; Throwing Your Employees Under the Bus; Digging in the Right Place; EX = CX; Congruent Experience; Defining the Employee Experience; Enlightened Self-Interest; The Age of the Employee; Your People are Your Brand; Chapter 1. You're Digging in the Wrong Place: The Chapter Experience.
- Chapter 2 The Expectation GapTrying to Predict the Future; To Expect is Human; Turnaround; Mind the Gap!; Susan; Interference and Distortion; There's Always a Gap; Expectation Gaps Matter .€.€. a Lot; Dear, Did You Forget to Take Out the Trash Again?; Your Company Doesn't Exist. Your People Do.; The Kansas City Way; It's Your Responsibility; Chapter 2. The Expectation Gap: The Chapter Experience; Chapter 3 Ask Your Doctor about Expectation Alignment Dysfunction; What is Expectation Alignment?; The Problem With Unknown Expectations; The Long Lunch; The New Metric for Organizational Health.
- Zappos's Failed Experiment?The Six EA Pillars; Ask Your Doctor About EAD; EAD Symptoms and Causes; Preventing EAD; EAD Recovery; Chapter 3. Ask Your Doctor About Expectation Alignment Dysfunction: The Chapter Experience; Chapter 4 An Intentional Framework; Shaping Beliefs; I Get it, But How?; First, Challenge Your Inheritance; Leaders are the Custodians of the Employee Experience; Design Thinking as a Business Management Tool; Design Thinking in Action; Better Design Through Three Lenses; Becoming Mindful and Deliberate; Control Expectations by Understanding Your Contract.
- The Contract is Much More Than Words on PaperWhy is the Contract Like an Iceberg?; The Expectation Triangle; Three Contracts in One; Chapter 4. An Intentional Framework: The Chapter Experience; Part II: Three Contracts; Chapter 5 The Brand Contract; What is the Brand Contract?; Unanticipated Consequences; The Employee Value Proposition; What Defines the Brand Contract; What the Brand Contract Does; A Mechanism for Expectation Alignment; How the Brand Contract Affects EX; A Canary in Your Coal Mine; Preventing Brand Damage; Chapter 5. The Brand Contract: The Chapter Experience.
- Chapter 6 The Transactional ContractWhat is The Transactional Contract?; An Overlooked Workhorse; Written and Verbal Contracts; Transactional Doesn't Mean Soulless; Intention and Interpretation; Supporting the Transactional Contract; Red Flags; Taking Nothing for Granted; It's Not Just About Laws and Rules; Chapter 6. The Transactional Contract: The Chapter Experience; Chapter 7 The Psychological Contract; Leadership and the Psychological Contract; Someone's in Charge; Matters of the Heart Can be Hard; Powered by Expectations; Studying the Psychological Contract.