The Employee Experience: How to Attract Talent, Retain Top Performers, and Drive Results

The Employee Experience: How to Attract Talent, Retain Top Performers, and Drive Results

Hardcover

$28.00
View All Available Formats & Editions
Choose Expedited Shipping at checkout for guaranteed delivery by Monday, July 1

Overview

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.

Product Details

ISBN-13: 9781119294184
Publisher: Wiley
Publication date: 01/30/2017
Pages: 240
Sales rank: 1,252,681
Product dimensions: 6.00(w) x 8.50(h) x 1.20(d)

About the Author

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.

Read an Excerpt

Click to read or download

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

Customer Reviews

Most Helpful Customer Reviews

See All Customer Reviews

The Employee Experience: How to Attract Talent, Retain Top Performers, and Drive Results 4.7 out of 5 based on 0 ratings. 6 reviews.
Christopher Jacobs More than 1 year ago
The book outlines many aspects of the way employees and employers interact, as well as the pitfalls both parties can fall into. The insight they provide is simple and thorough. A great read for employee's wanting to understand how to find work environments they will fit and for employers who want to increase their employees experience and thereby drive profits higher. A very good, informative read.
Mariana Monteiro 6 months ago
I had an Organizational Behavior class with one of the author's (Maylett) and was assigned to read this book. I like how simple it is. The book provides an easy read, but it also explains each term and concept in detail. One of the things the book talks about how to most effectively allocate resources inside a company and how to help employees feel motivated. Although this book is a great resource for management, It's also very valuable to employees. The Employee Experience was very helpful to me because it helped me develop a broader vision of the company I work at and understand which areas we could change and how in order to become more efficient.
Natalie_Merten More than 1 year ago
I had the opportunity to read The Employee Experience as a textbook for an Organizational Effectiveness course at BYU. I thought it informative and accessible - the latter part was especially helpful, as the book isn't overly formal or dry, but keeps the content it presents interesting. The Employee Experience is about how to create employee engagement in organizations, and I thought the content was relevant not just for people in upper-level positions in organizations, but also for individuals who are employees. One such relevant concept that is repeated throughout The Employee Experience is the concept of MAGIC, or Meaning, Autonomy, Growth, Impact, Connection - and how these elements contribute to a meaningful employee experience, and create employee engagement. (The general idea is that an employee will be engaged if he/she can find a job with meaning, some independence, opportunities for challenge, visible results, and a sense of belonging to something greater. Clearly, this idea is also relevant to employees, who could learn what factors they should look for when searching for an engaging job.)
Michael Christensen More than 1 year ago
In the profit-driven, dog-eat-dog, business world of today too often companies focus solely on the Customer Experience (CX) and ignore the Employee Experience (EX) altogether. This book examines the EX and how it relates to the overall success of the organization. In a very clear manner, Maylett and Wride, discuss real-world examples of EX failures and successes. Learning to focus first on the EX, as they point out, is the way to a successful business, and this book will show you why.
Jared_DeLaHoz More than 1 year ago
Although I have read only a small portion of the book the Employee Experience, I really enjoyed and found useful the part that I read about how Employee Experience is equal to Customer Experience. It is interesting how so many business devote time and effort to pleasing the customers, but they neglect their own employees. When employees are respected and treated well, that attitude is then carried over to the customers. The customers then feel respected and treated well too, and this leads to better business for the business itself. It is crucial for businesses to live by the equation Ex=Cx, because they will reap long-term benefits from their employees.
Kyle LaPlant More than 1 year ago
I really liked the book. I feel like it helped me to better understand the optimal way to be an employee and to treat employees as to be able to maximize efforts and profits. So many useful tips as well on just communication and human interaction in-general. I was a bit skeptical of it at first, but received far more than what I paid for the book as I read it! Great purchase.