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Employee ambassadorship : optimizing customer-centric behavior from the inside-out and outside-in / Michael W. Lowenstein.

By: Material type: TextTextSeries: Marketing strategy collectionPublisher: New York, New York (222 East 46th Street, New York, NY 10017) : Business Expert Press, [(c)2017.]Edition: First editionDescription: 1 online resource (xviii, 211 pages) : illustrationsContent type:
  • text
Media type:
  • computer
Carrier type:
  • online resource
ISBN:
  • 9781631576652
Subject(s): Genre/Form: Additional physical formats: Print version:: No titleLOC classification:
  • HF5415.55
Online resources: Available additional physical forms:
Contents:
Foreword: for employees and customers, should the goal be higher engagement or higher experience value? -- Introduction: do you really wanna work here? Are you happy? Are you aligned? Are you productive? -- 1. The evolving role(s) and needs of employees and how to stay in front of them -- 2. Customer centricity and stakeholder centricity, and the "people-first" employee experience -- 3. Challenges (and opportunities) represented by focus on employee satisfaction and engagement -- 4. The linkages between employee commitment and the customer experience -- 5. Building to employee ambassadorship: concept scoping and enterprise value -- 6. Customers and employees, and the emotional drivers they share as stakeholders -- 7. Measuring the macro (enterprise and group) level of employee ambassadorship -- 8. Addressing and assessing the impact of employee negativism and how a stakeholder-centric culture can fix this -- 9. The employee life cycle of the future and ambassadorship in practice -- Afterword: eyes on the stakeholder experience value prize -- Index.
Abstract: There have been a number of professional and academic studies, in multiple industries, linking employee attitudes and behaviors with the value customers perceive in their experiences. Through targeted research, and resultant training, communication, process, and reward and recognition programs, what we define as ambassadorship formalizes the direction in which employee engagement has been trending toward for years. Simply, the trend is optimizing employee commitment to the organization and its goals, to the company's unique value proposition, and to the customer. This is employee ambassadorship, a state beyond satisfaction and engagement where all employees are focused on, and tasked with, delivering customer value as part of their job description, irrespective of location, function or level.
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Holdings
Item type Current library Collection Call number URL Status Date due Barcode
Online Book (LOGIN USING YOUR MY CIU LOGIN AND PASSWORD) Online Book (LOGIN USING YOUR MY CIU LOGIN AND PASSWORD) G. Allen Fleece Library ONLINE HF5415.55 (Browse shelf(Opens below)) Link to resource Available BEP11380085
Online Book (LOGIN USING YOUR MY CIU LOGIN AND PASSWORD) Online Book (LOGIN USING YOUR MY CIU LOGIN AND PASSWORD) G. Allen Fleece Library Non-fiction HF5415.55 (Browse shelf(Opens below)) Link to resource Available 11380085

Includes index.

Foreword: for employees and customers, should the goal be higher engagement or higher experience value? -- Introduction: do you really wanna work here? Are you happy? Are you aligned? Are you productive? -- 1. The evolving role(s) and needs of employees and how to stay in front of them -- 2. Customer centricity and stakeholder centricity, and the "people-first" employee experience -- 3. Challenges (and opportunities) represented by focus on employee satisfaction and engagement -- 4. The linkages between employee commitment and the customer experience -- 5. Building to employee ambassadorship: concept scoping and enterprise value -- 6. Customers and employees, and the emotional drivers they share as stakeholders -- 7. Measuring the macro (enterprise and group) level of employee ambassadorship -- 8. Addressing and assessing the impact of employee negativism and how a stakeholder-centric culture can fix this -- 9. The employee life cycle of the future and ambassadorship in practice -- Afterword: eyes on the stakeholder experience value prize -- Index.

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There have been a number of professional and academic studies, in multiple industries, linking employee attitudes and behaviors with the value customers perceive in their experiences. Through targeted research, and resultant training, communication, process, and reward and recognition programs, what we define as ambassadorship formalizes the direction in which employee engagement has been trending toward for years. Simply, the trend is optimizing employee commitment to the organization and its goals, to the company's unique value proposition, and to the customer. This is employee ambassadorship, a state beyond satisfaction and engagement where all employees are focused on, and tasked with, delivering customer value as part of their job description, irrespective of location, function or level.

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