Employee ambassadorship : optimizing customer-centric behavior from the inside-out and outside-in

Michael W. Lowenstein

Informasi Umum

Kode

25.21.1570

Klasifikasi

658.3 - Personnel management

Jenis

Buku - Elektronik (E-Book)

Subjek

Personnel Management

No. Rak

Dilihat

37 kali

Informasi Lainnya

Abstraksi

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.