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 workforce the 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
promises collectively known as the Contract and 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. TRACY MAYLETT, Ed.D , SPHR, SHRM-SCP, is the
CEO of DecisionWise, where he currently advises leaders across the
globe in leadership, change, and employee engagement. Maylett holds
a doctorate from Pepperdine University and an MBA from BYU. He is a
recognized author, and teaches in the Marriott School of Management
at Brigham Young University. MATTHEW WRIDE, JD, PHR, is the COO of
DecisionWise. With an extensive business background, Wride brings a
fresh approach to organization development and leadership
consulting. He is passionate about helping leaders create winning
employee experiences. Wride holds a JD from Willamette University
and a master s degree from the University of Washington. For over
two decades, DecisionWise has advised organizations and leaders in
more than seventy countries on leadership, assessment, talent,
organization development, and the employee experience. Visit us
online at www.decision-wise.com.
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