- Hardcover: 240 pages
- Publisher: Wiley; 1 edition (January 30, 2017)
- Language: English
- ISBN-10: 1119294185
- ISBN-13: 978-1119294184
- Product Dimensions: 6.2 x 1.2 x 8.9 inches
- Shipping Weight: 13.4 ounces (View shipping rates and policies)
- Average Customer Review: 73 customer reviews
- Amazon Best Sellers Rank: #78,090 in Books (See Top 100 in Books)
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The Employee Experience: How to Attract Talent, Retain Top Performers, and Drive Results Hardcover – January 30, 2017
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"Maylett and Wride have plowed through tens of thousands of cases, figured out what actually tips the scale of engagement, and are now sharing what you can do to attract and retain top performing employees by building the right employee experience for your organization."
- From the Foreword by Kerry Patterson, Co-Author of the New York Times bestseller, Crucial Conversations.
From the Inside Flap
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 with customers, make them smile, and carry your brand message from the warehouse to the front lines. If your employees are having a great experience, so will your customers.
In The Employee Experience, employee engagement pioneers Tracy Maylett and Matthew Wride reveal the secrets not only to attracting and retaining top talent, but to building a deeply engaged workforcethe foundation of organizational success. With deep insights into the dynamics of trust and mutual expectations, this book shows that before you can deliver a transcendent customer experience (CX), you must first build a superlative EX.
With real-world examples and more than 24 million employee survey responses, Maylett and Wride reveal a clear, consistent pattern among the world's most successful organizations. By establishing a clear set of expectations and promisescollectively known as the Contractand upholding it consistently, employers can build the trust that leads to powerful engagement.
Whether in business, healthcare, education, sports, or nonprofit, these organizations are consistently more successful and more profitable, enjoy sustainable growth, and win the battle to keep today's rarest resource: talented people. Blending rigorous research, detailed case studies, in-depth interviews and expert insights, The Employee Experience will teach you to:
- Make the employee experience a core part of your strategy
- Understand employee expectations and bridge the "Expectation Gap"
- Establish rock-solid Brand, Transactional, and Psychological Contracts that breed trust and confidence
- Build an employee-employer partnership in creating something extraordinary
- Turn employee engagement into fuel for customer satisfaction, profit, and growth
Attracting talent, retaining top performers, and creating an environment in which employees choose to engage drives results. The Employee Experience shows you where truly extraordinary organizations begin…and how to build one.
Top customer reviews
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Other reviewers have provided excellent detailed summaries of the book. I am simply adding my 5 star vote to express my opinion and gratitude for the work that the authors have done here. This book will advance the discussion about the evolving relationship between companies and employees. The three chapters about the Brand Contract, the Transactional Contract and the Psychological contract are treasures worth savoring. I have not found another book that clarifies these concepts as well as the authors have here.
The only beef I had was that the writing style tended to be overly repetitive. That being said, the repitition was done deliberately to emphasize, and re-emphasize the major points of the author.
While the book is geared towards managers and executives who have greater capability to implement change in their workplace, it can also be a powerful tool for any employee who is seeking better engagement in their job or has aspirations of future leadership roles.
The concepts discussed in the book are easy to understand and apply because of the inclusion of many real-world comparisons and case studies that allow for deeper analysis.