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

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    Order before 4pm tomorrow for delivery by Tue 23 Jun 2026.

    A Hardback by Tracy Maylett, Matthew Wride, Kerry Patterson

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

      Publisher: John Wiley & Sons Inc
      Publication Date: 24/03/2017
      ISBN13: 9781119294184, 978-1119294184
      ISBN10: 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

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