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ENGAGED!: Outbehave Your Competition to Create Customers for Life Paperback – August 27, 2013


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ENGAGED!: Outbehave Your Competition to Create Customers for Life + Achieve Brand Integrity: Ten Truths You Must Know to Enhance Employee Performance and Increase Company Profits
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Product Details

  • Paperback: 240 pages
  • Publisher: Evolve Publishing (August 27, 2013)
  • Language: English
  • ISBN-10: 0989322211
  • ISBN-13: 978-0989322218
  • Product Dimensions: 8.4 x 5.4 x 1 inches
  • Shipping Weight: 11.2 ounces (View shipping rates and policies)
  • Average Customer Review: 4.8 out of 5 stars  See all reviews (12 customer reviews)
  • Amazon Best Sellers Rank: #265,347 in Books (See Top 100 in Books)

Editorial Reviews

Review

“Gregg Lederman hits the bull’s-eye in his new book, ENGAGED!. He understands that inspired employees who live your organization’s values have a lot more impact on your brand than fancy logos and slick advertising. If you want motivated people and raving fan customers, read this book!”
--Ken Blanchard, co-author of Raving Fans and Trust Works!

“Creating loyal employees and customers is a journey. A consistently great experience is required. ENGAGED! is a fantastic read for those looking for a step-by-step pathway to improve their employee and customer experience.”
--Colleen Wegman, President, Wegmans Food Markets

“Finally a book that is so fundamental to success in today's business climate. Both managers of small businesses and multinationals can equally benefit from reading ENGAGED!. Every leader or potential leader should read this. It’s a fun and fresh reminder of how any brand can establish a culture with employees that your customers will love you for.”
--Kyle O'Brien, Executive Vice President of Sales, Chobani, Inc.

“An experience is being delivered at every interaction with your customers. ENGAGED! provides a simple step-by-step approach to help every employee get ‘on-stage’ to perform your company’s experience. An amazing read for anyone responsible for ensuring a world-class customer experience.”
--Jamey Rootes, President, Houston Texans 

“If you want to create an amazing culture, one where employees are engaged, excited to come to work, desire to do their best, feel fulfilled, and want to make customers happy, then you will love the lessons you will learn in ENGAGED!
--Shep Hyken, New York Times best-selling author of The Amazement Revolution

“This is an excellent book that shows you how to build a high-performance company by creating and rewarding high-performance people.”
--Brian Tracy, New York Times best-selling author of Eat That Frog

“When leaders begin to care more about the company than they do for themselves, great things start to happen. If you are looking for a book packed with tools to help create winning teams, you just found it. An amazing read for anyone looking to enhance their leadership skills at work and in life.”
--Mark Schlereth, three-time Super Bowl champion and current ESPN NFL Analyst

“If you’re looking to completely transform your customer experience, ENGAGED! provides the strategies, tools, and techniques to show you how.”
--Lynn Yanyo, Director of Marketing and Customer Services, LORD Corporation

“A fundamental principle of business first developed at and now widely touted by the Simon School is that ‘skin in the game’ matters. When individuals are more invested and engaged, the performance of their company improves. Gregg Lederman’s book provides a novel method to quantify employee engagement and thereby ultimately a vehicle to improve your company’s performance. For leaders who care about making their companies ever better, ENGAGED! is a must—first to read and then to put its insights into practice.”
--Mark Zupan, Dean of the Simon School at the University of Rochester

“What a great book! It is practical, smart, has fresh energy, and is edgy. I really like the way Gregg Lederman puts theory into practice. Outstanding!”
--Craig P. Dinsell, EVP, Chief Human Resource Officer, Oppenheimer Funds

ENGAGED! is easy to read, understand, and implement. It is ideal for companies of any size who want to cut through the branding forest to see the trees that make a brand visible and palpable. The ENGAGED process will help your company celebrate successes and reinforce the behaviors that bring your brand to life.”
--Lynne S. Katzmann, President and CEO, Juniper Communities

“Gregg Lederman in his book ENGAGED! has provided a common-sense approach to a not-so-common, yet critical, business strategy—that is, spending less time creating and marketing your brand and more time getting all employees to ‘live the brand.’ Approaches such as ‘making the invisible visible’ and creating a unified organizational ‘mindset’ are key concepts for leaders to ponder. Gregg makes the point that what is commonly defined by business strategists as the ‘soft stuff’ truly is the ‘hard stuff’ as evidenced by the absence of high levels of employee engagement in so many companies today. Want a straightforward approach to engaging more employees in the work of your organization? Open this quick-read book and begin to change your mindset!”
--Kathy Parrinello, Chief Operating Officer, Strong Memorial Hospital, University of Rochester Medical Center

About the Author

Gregg Lederman is an author, speaker, and CEO whose message of “Managing the Experience” is transforming company cultures across the U.S.

Gregg has made it his personal mission to help companies engage their workforce to deliver a branded experience that engages customers and drives sales and profits. His work, along with the work of the team at his company, Brand Integrity, has helped many of today’s leading companies (such as Wegmans Food Markets, Chobani, AAA, Erickson Living, and Excellus) to create work environments where employees can become more motivated and committed to delivering the experience that makes them different—that makes them better than the competition. More than 60 percent of Brand Integrity’s clients are recognized as “best places to work.”

As a highly sought-after internationally-known professional speaker, Gregg delivers dynamic and interactive keynotes and educational programs to associations, conferences, and within corporate and university environments. Participants consistently rate Gregg among the very best of speakers.

Gregg’s previous book, Achieve Brand Integrity: Ten Truths You Must Know to Enhance Employee Performance and Increase Company Profits, was recognized by Axiom the best independently-published business book in 2008 in the categories of HR and Employee Training.

Gregg is a regular columnist for the Rochester Business Journal and an adjunct professor teaching Executive MBA students at the Simon School at the University of Rochester. He currently resides in Rochester, New York, with his wife, Karyn, and daughters, Caroline, Katie, and Lucy.

More About the Author

Gregg Lederman is an author, speaker, and CEO whose message of Managing the Experience is transforming company cultures across the U.S.

Gregg has made it his personal mission to help companies engage their workforce to deliver a branded experience that engages customers and drives sales and profits. His work along with the work of the team at his company, Brand Integrity, has helped many of today's leading companies such as: Wegmans Food Markets, Chobani, AAA, Erickson Living and Excellus to create work environments where employees can become more motivated and committed to delivering the " experience: that makes them different. That makes them better than the competition. More than 50% of Brand Integrity's clients are recognized as best places to work.

Gregg's valuable insights are documented in his two-time award-winning book, Achieve Brand Integrity, which offers practical and inspirational advice for everyone who has a stake in orchestrating strategy development and change in their company. He also shares his knowledge as a regular business columnist for the Rochester Business Journal, and as a professor teaching MBA students at the University of Rochester's William E. Simon Graduate School of Business Administration.

As an internationally-known professional speaker, Gregg delivers dynamic and interactive keynotes and educational programs to associations, conferences, and corporate and university environments. Participants consistently rate Gregg among the very best of speakers.


To learn more about Gregg's speaking programs, visit www.gregglederman.com.

Customer Reviews

4.8 out of 5 stars
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Gregg's writing style made it easy for me to understand his concepts.
Erin Zimmerman
Manage the Experience to Build Trust in You as a Leader The first part of the book shows you the steps on how to define a mindset and determine the behaviors.
Stanley G. Phelps
Then it becomes everyone's job to live the values that create the customer experience that will differentiate your company from the competition.
Thomas H. Brady

Most Helpful Customer Reviews

1 of 1 people found the following review helpful By AMP on September 11, 2013
Format: Paperback Verified Purchase
This book contains a number of solid ideas that any manager could benefit from using with their team (or with an entire company) to increase engagement and results. How to make recognition strategic, how to help your team put the customer first, how to define your values to better set expectations, etc. Use one of the book's key tenants - that shifting culture is about reminding more than training - to direct how you approach the book. Read it once, implement some of suggestions, and then re-read the book to REMIND yourself of the goal and add another idea for engaging your team to "outbehave."
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1 of 1 people found the following review helpful By Geraldine Ahearn TOP 500 REVIEWERVINE VOICE on September 10, 2013
Format: Kindle Edition Verified Purchase
Gregg Lederman delivers a valuable guide, which is extremely useful for anyone interested in improving business success, and productivity. The author offers a step-by-step presentation on how to increase a company's profit, by using eight principles that managers need to create, in order to produce excellent customer satisfaction. Through my own experience of managing a company twice in my life, when I became self-employed, I did research on finding helpful tips and guidelines on how to improve productivity, and this is one of the most helpful books I have read thus far. Gregg Lederman shows you what tools and techniques to use, how to achieve customer and employee happiness, how to obtain good teamwork, and much more. The author gives examples through experience and expertise on creating an atmosphere of appreciation to increase motivation, as Lederman highlights combined efforts, beliefs, and values. In addition, resources are given to support the author's guidelines. "ENGAGED" is focused on the ultimate customer satisfaction, with a listing of useful ideas. Most important, the author includes information on how to build trust in you as a leader, which is essential in increasing productivity on the road to success. As I read through the pages of this interesting and helpful guide, I agreed with Gregg Lederman that these techniques must be lived everyday, through devotion and dedication, in order to produce success in any business. The key factors of being consistent and happy, open the golden door to increased profit in an environment of appreciation. In conclusion, when a leader produces excellent qualifications in performance, the outcome can become excellent and rewarding for a respected, successful business. Refreshing, easy-to-read,educational, and extremely useful. Highly recommended!
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By Michael Lowenstein on December 19, 2013
Format: Paperback Verified Purchase
Generally useful, but no really new ideas. Engagement is used as a surrogate for both customer advocacy and employee ambassadorship, both of which are considerably more powerful concepts for driving stakeholder behavior.
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1 of 2 people found the following review helpful By N. D. Ruda on September 11, 2013
Format: Paperback
Mr. Lederman hit it out of the ballpark. I have read numerous books on this topic but none so easy and enjoyable to read. I have been in business for many years and demand my clients receive outstanding service. I've never had a process in place to make sure my employees were living my ideals and just hoped at the end of the day my customers were happy. After reading this book, I feel I have direction and can now quantify our success. I gave copies to all my employees and we now get together to discuss how we can be better.
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1 of 2 people found the following review helpful By Annette Franz on August 28, 2013
Format: Paperback
How engaged are your employees? Do you have a way to accurately measure their engagement levels? How do you create a culture of "living the brand" that leads to engaged employees and customers as well as financial rewards for the business? Are you nodding or shaking your head yet? Good! Help is on the way in this book.

Curious about those "three words" I mentioned in the title? Remember them: Live. The. Brand. It's a theme that Gregg builds on and refers to often in the book. It's not a new concept for Gregg, though, as he wrote about it in his first book, Achieve Brand Integrity, as well.

In this book, Gregg defines "live the brand," expands on the concept, and tells you how (and why) to do it - he tells you how to implement the Living the Brand System in three steps.

1. Define the branded experience
2. Remind employees about delivering the experience
3. Quantify the experience and link to financial results

One of my favorite concepts in the book, something he mentions frequently throughout, is the secret to success: 1% training and 99% reminding. (Perhaps that's why he mentions it so frequently throughout the book!) The things you think may be common sense are not common practice. And ongoing communication and reinforcement are key.

There are so many great things that I could share about this book; it is an easy-to-read handbook to guide you through your quest to create the ultimate customer experience through engaged employees who live the brand. Gregg's writing style is fresh and engaging. He provides sensible diagrams, how-to lists, examples, step-by-step guidelines, and links to online resources to support the approach.
Read more ›
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1 of 2 people found the following review helpful By Stanley G. Phelps on August 28, 2013
Format: Paperback
ENGAGED! has a simple overall premise, "You need your employees to be engaged. Engaged employees share a common mindset of values and beliefs. This collective mindset drives behaviors that translate to the customer experience." The book shows you how to create the systems that both define these behaviors and measure how they are brought to life.

Gregg Lederman outlines the eight principles to ENGAGED! employees:
1. Get Every Employee on Stage to Deliver the Customer Experience
2. Make Happy Employees to Create Engaged Customers
3. Don't Just Announce Your Culture, Make it Visible
4. Sprint from Culture Talk to Culture Change
5. Quantify Your Culture to Turn Common Sense to Common Practice
6. Any Monkey Can Survey, Start Building Customer Relationships
7. Put the Carrots Away, Rewards Don't Work the Way You Think
8. Manage the Experience to Build Trust in You as a Leader

The first part of the book shows you the steps on how to define a mindset and determine the behaviors. The second part shows you how to measure and manage the experience. ENGAGED! is one of the few books that makes the critical link between employee engagement and customer experience. Lederman shows readers how to take a 360 degree view of both and how to tie them to financial metrics.

I highly recommend the book. Here's my final thought. To steal a quote from Thomas Edison, "The value in an idea lies in using it." As a leader, don't pick this book up unless you are committed you live it and lead by example, 2. stay on top of the numbers along the journey, and 3. find daily opportunities to weave the experience into conversation.
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