000			04194nam a2200685 i 4500
001			11380085
003			CaPaEBR
005			20241023114851.0
006			m eo d
007			cr cn |||m|||a
008			170507s2017 nyua foa 001 0 eng d
020			_a9781631576652 _qe-book
035			_a(BEP)4850722
035			_a(OCoLC)986634653
035			_a(CaBNVSL)swl00407340
040			_aCaBNVSL _beng _erda _cCaBNVSL _dCaBNVSL
050		4	_aHF5415.55
100	1		_aLowenstein, Michael W., _d1942-, _eauthor.
245	1	0	_aEmployee ambassadorship : _boptimizing customer-centric behavior from the inside-out and outside-in / _cMichael W. Lowenstein.
250			_aFirst edition.
264		1	_aNew York, New York (222 East 46th Street, New York, NY 10017) : _bBusiness Expert Press, _c[(c)2017.]
300			_a1 online resource (xviii, 211 pages) : _billustrations.
336			_atext _btxt _2rdacontent
337			_acomputer _bc _2rdamedia
338			_aonline resource _bcr _2rdacarrier
347			_adata file _2rda
490	1		_aMarketing strategy collection, _x2150-9662
500			_aIncludes index.
505	0		_aForeword: for employees and customers, should the goal be higher engagement or higher experience value? -- _tIntroduction: do you really wanna work here? Are you happy? Are you aligned? Are you productive? -- _t1. The evolving role(s) and needs of employees and how to stay in front of them -- _t2. Customer centricity and stakeholder centricity, and the "people-first" employee experience -- _t3. Challenges (and opportunities) represented by focus on employee satisfaction and engagement -- _t4. The linkages between employee commitment and the customer experience -- _t5. Building to employee ambassadorship: concept scoping and enterprise value -- _t6. Customers and employees, and the emotional drivers they share as stakeholders -- _t7. Measuring the macro (enterprise and group) level of employee ambassadorship -- _t8. Addressing and assessing the impact of employee negativism and how a stakeholder-centric culture can fix this -- _t9. The employee life cycle of the future and ambassadorship in practice -- _tAfterword: eyes on the stakeholder experience value prize -- _tIndex.
506			_aAccess restricted to authorized users and institutions.
520	3		_aThere 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.
530			_a2 _ub
530			_aAlso available in printing.
538			_aMode of access: World Wide Web.
538			_aSystem requirements: Adobe Acrobat reader.
588			_aTitle from PDF title page (viewed on May 7, 2017).
650		0	_aRelationship marketing.
650		0	_aEmployees _xAttitudes.
653			_aadvocacy
653			_aambassadorship
653			_abehavior
653			_acommunication
653			_aculture
653			_acustomer experience
653			_aemotions
653			_aemployee experience
653			_aempowerment
653			_ahuman resources
653			_aleadership
653			_ametrics
653			_arelationships
653			_astakeholder
653			_atrust
655		0	_a[genre]
655		0	_aElectronic books.
776	0	8	_iPrint version: _z9781631578137
830		0	_aMarketing strategy collection. _x2150-9662
856	4	0	_uhttps://go.openathens.net/redirector/ciu.edu?url=https://portal.igpublish.com/iglibrary/search/BEPB0000594.html
942			_2lcc _bCIU _cOB _eBEP _QOL _zBEP11380085
999			_c73680 _d73680
902			_c1 _dCynthia Snell