Description

Book Synopsis
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.

Table of Contents

Dedication and Acknowledgements vii

Foreword ix

Introduction xi

Part I Great Expectations

1 You’re Digging in the Wrong Place 3

2 The Expectation Gap 21

3 Ask Your Doctor about Expectation Alignment Dysfunction 43

4 An Intentional Framework 67

Part II Three Contracts

5 The Brand Contract 91

6 The Transactional Contract 111

7 The Psychological Contract 131

Part III Trust

8 Moments of Truth 153

9 Engagement MAGIC® 175

10 Building the EXtraordinary 191

Appendix Comparing the Three Contracts: Brand, Transactional, and Psychological 199

Notes 201

Index 209

The Employee Experience

    Product form

    A Hardback by Tracy Maylett, Matthew Wride, Kerry Patterson

    £999.99

    Includes FREE delivery

    Out of stock

      Trusted by thousands of customers. See 2,385+ Customer Reviews

      View other formats and editions of The Employee Experience by Tracy Maylett

      Book details

      Publisher John Wiley & Sons Inc
      Published 24 March 2017
      ISBN-13 9781119294184
      978-1119294184
      ISBN-10 1119294185
      Also in:
      Business, Finance & Law Management and management techniques

      Description

      Book Synopsis
      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.

      Table of Contents

      Dedication and Acknowledgements vii

      Foreword ix

      Introduction xi

      Part I Great Expectations

      1 You’re Digging in the Wrong Place 3

      2 The Expectation Gap 21

      3 Ask Your Doctor about Expectation Alignment Dysfunction 43

      4 An Intentional Framework 67

      Part II Three Contracts

      5 The Brand Contract 91

      6 The Transactional Contract 111

      7 The Psychological Contract 131

      Part III Trust

      8 Moments of Truth 153

      9 Engagement MAGIC® 175

      10 Building the EXtraordinary 191

      Appendix Comparing the Three Contracts: Brand, Transactional, and Psychological 199

      Notes 201

      Index 209

      Recently viewed products

      © 2026 Book Curl

        • American Express
        • Apple Pay
        • Diners Club
        • Discover
        • Google Pay
        • Maestro
        • Mastercard
        • PayPal
        • Shop Pay
        • Union Pay
        • Visa

        Login

        Forgot your password?

        Don't have an account yet?
        Create account