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ENGAGED!: Outbehave Your Competition to Create Customers for Life
by Gregg Lederman (Goodreads Author)
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 … ...more
Paperback, 240 pages
Published August 27th 2013 by Evolve Publishing
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I found "Engaged" to be very helpful in providing true action items to help measure and keep alive a companies common purpose when it comes to associate and customer satisfaction and retention. I really liked the simple 3 step method of: Define, Remind and Quantify.
Definitely the best book I've read linking Employee Engagement and the Customer Experience with 8 understandable and clear principles for managers "to understand what it will take to outbehave the competition" and "create an environment where employees are happy, productive and ENGAGED."
Gregg Lederman is the author of Achieve Brand Integrity and the founder of Brand Integrity, Inc. (BI), a strategy practice group specializing in employee performance that has partnered with many of todays leading companies, including Wegmans Food Markets, Inc.; Hallmark Cards, Inc.; Erickson Retirement Communities; PAETEC Communications; Frito-Lay and the American Red Cross. He also is the ...moreMore about Gregg Lederman...