Culture Hacker: Reprogramming Your Employee Experience to Improve Customer Service, Retention, and Performance

INDICE: Introduction: The Best Way to Improve Your Customer Experience Is to Improve Your Employee Experience .Chapter 1. Culture More Than Just an HR Thing .Culture Hacking Habit: Every manager is responsible for their team, department, or company culture .Chapter 2. Values Not Some Philosophical BS .Culture Hacking Habit: Define team or company values as the foundation of your employee experience and culture .Chapter 3. Selection The Right Fit Over a Warm Body .Culture Hacking Habit: Ensure you select new employees who are a cultural fit as much as a job fit .Chapter 4. Orientation and Onboarding Your Sink or Swim Strategy Is a Terrible Waste of Talent .Culture Hacking Habit: Introduce and immerse your new employees so they are emotionally connected to the company and are set up for success .Chapter 5. Performance Management How We Fail to Maximize Our Employees Abilities and Talents .Culture Hacking Habit: Empower and enable your people to maximize their performance .Chapter 6. Coaching Giving Feedback, the Most Misunderstood and Poorly Executed Leadership Task .Culture Hacking Habit: How to provide effective informal and formal feedback that energizes your team .Chapter 7. Strategy, Scores, and Plans The Real Reason Your People Are Not Engaged .Culture Hacking Habit: Get your people engaged and responsible for making positive improvements for the company by sharing objectives and measurements .Chapter 8. Recognition: It s Time to Stop the Meaningless & Mundane Awards Process .Culture Hacking Habit: How to develop an effective, repetitive, and simple recognition program .Chapter 9. Tough Conversations and Decisions Why We Have People that Would Be Better Customers Than Employees .Culture Hacking Habit: How to hold your people accountable respectfully and honestly .Chapter 10. Career Development It s at the Heart of Long–Term Employee Commitment, Yet No One Is Talking About It .Culture Hacking Habit: How to build a framework for developing your people and keeping them around .Chapter 11. Communication Why One–Size or One Way Doesn t Fit All .Culture Hacking Habit: How to utilize multiple mediums and platforms to ensure your messages are heard and understood .Chapter 12. Product, Place, Processes, and Perks The Other Four P s that Define the Employee Experience .Culture Hacking Habit: Additional tips and advice on how to craft a better employee experience .Chapter 13. Leadership Why We Have So Many Managers, But So Few Leaders .Culture Hacking Habit: How managers can inspire their people to want to do what they want them to do .Afterword. Change: It s Not Just Something Everyone Else Does .Acknowledgments .Index

• ISBN: 978-1-119-40572-6
• Editorial: John Wiley & Sons
• Encuadernacion: Cartoné
• Páginas: 208
• Fecha Publicación: 17/05/2017
• Nº Volúmenes: 1
• Idioma: Inglés