About the Book
Customers love it when employees are ENGAGED to deliver an experience. However, it doesnt come easy for most companies. The level to which your workforce is ENGAGED also has a significant impact every day on employees happiness and productivity, the customer experience, and your companys profitability. Your company can be one that customers love to do business with one that turns customers into loyal followers who buy more and more often. The journey through ENGAGED!, will teach you what leading companies do to create customer love". In this book, you will discover the Eight Principles that every manager needs to create a workforce that lives the company brand in ways that leads to an experience that helps you create customers for life. With the tools and techniques outlined in this book, your company can: Get all employees on stage to deliver a more consistent customer experience. Increase employees happiness so they make your customers happier. Go beyond announcing your culture to getting every employee consistently living it. Quantify your culture and customer experience to create unheard of visibility that gets everyone focused on results.
Create an environment of appreciation that empowers employees and helps them to become more motivated and committed to your companys success. Fill every managers toolbox with practical and proven techniques for making your companys values and desired customer experience a part of the conversation every day! Gregg Lederman taps into his vast experience of helping many best companies to work for to share his proven principles for defining the work culture and customer experience, reminding the workforce to live the brand daily, and -- most importantly -- quantifying the experience and holding the workforce accountable for financial results. This book dispels popular myths about employee rewards (they dont work the way you think they do) and employee and customer satisfaction efforts (which, for most companies, are more of a distraction than useful data linked to tangible results). The author introduces the ENGAGED Index (a tool you can use to find out how ENGAGED your company is). This book will help you put your plan together so that rather than imagining what could be, you will actually design what should be.
About the Author :
Gregg Lederman is an author, speaker, and CEO whose message of Managing the Experience is transforming company cultures across the U.S. Gregg has made it his personal mission to help companies engage their workforce to deliver a branded experience that engages customers and drives sales and profits. His work, along with the work of the team at his company, Brand Integrity, has helped many of todays leading companies (such as Wegmans Food Markets, Chobani, AAA, Erickson Living, and Excellus) to create work environments where employees can become more motivated and committed to delivering the experience that makes them differentthat makes them better than the competition. More than 60 percent of Brand Integritys clients are recognized as best places to work.As a highly sought-after internationally-known professional speaker, Gregg delivers dynamic and interactive keynotes and educational programs to associations, conferences, and within corporate and university environments. Participants consistently rate Gregg among the very best of speakers.Greggs previous book, Achieve Brand Integrity: Ten Truths You Must Know to Enhance Employee Performance and Increase Company Profits, was recognized by Axiom the best independently-published business book in 2008 in the categories of HR and Employee Training.Gregg is a regular columnist for the Rochester Business Journal and an adjunct professor teaching Executive MBA students at the Simon School at the University of Rochester. He
Review :
Gregg Lederman hits the bulls-eye in his new book, ENGAGED!. He understands that inspired employees who live your organizations values have a lot more impact on your brand than fancy logos and slick advertising. If you want motivated people and raving fan customers, read this book! -- Ken Blanchard, co-author of Raving Fans and Trust Works! Creating loyal employees and customers is a journey. A consistently great experience is required. ENGAGED! is a fantastic read for those looking for a step-by-step pathway to improve their employee and customer experience. -- Colleen Wegman, President, Wegmans Food Markets Finally a book that is so fundamental to success in today's business climate. Both managers of small businesses and multinationals can equally benefit from reading ENGAGED!. Every leader or potential leader should read this. Its a fun and fresh reminder of how any brand can establish a culture with employees that your customers will love you for. -- Kyle O'Brien, Executive Vice President of Sales, Chobani, Inc An experience is being delivered at every interaction with your customers. ENGAGED! provides a simple step-by-step approach to help every employee get on-stage to perform your companys experience. An amazing read for anyone responsible for ensuring a world-class customer experience.--Jamey Rootes, President, Houston Texans If you want to create an amazing culture, one where employees are engaged, excited to come to work, desire to do their best, feel fulfilled, and want to make customers happy, then you will love the lessons you will learn in ENGAGED! -- Shep Hyken, New York Times best-selling author of "The Amazement Revolution" This is an excellent book that shows you how to build a high-performance company by creating and rewarding high-performance people. -- Brian Tracy, New York Times best-selling author of "Eat That Frog" When leaders begin to care more about the company than they do for themselves, great things start to happen. If you are looking for a book packed with tools to help create winning teams, you just found it. An amazing read for anyone looking to enhance their leadership skills at work and in life.--Mark Schlereth, three-time Super Bowl champion and current ESPN NFL Analyst If youre looking to completely transform your customer experience, ENGAGED! provides the strategies, tools, and techniques to show you how.--Lynn Yanyo, Director of Marketing and Customer Services, LORD Corporation A fundamental principle of business first developed at and now widely touted by the Simon School is that skin in the game matters. When individuals are more invested and engaged, the performance of their company improves. Gregg Ledermans book provides a novel method to quantify employee engagement and thereby ultimately a vehicle to improve your companys performance. For leaders who care about making their companies ever better, ENGAGED! is a mustfirst to read and then to put its insights into practice.--Mark Zupan, Dean of the Simon School at the University of Rochester What a great book! It is practical, smart, has fresh energy, and is edgy. I really like the way Gregg Lederman puts theory into practice. Outstanding!--Craig P. Dinsell, EVP, Chief Human Resource Officer, Oppenheimer Funds ENGAGED! is easy to read, understand, and implement. It is ideal for companies of any size who want to cut through the branding forest to see the trees that make a brand visible and palpable. The ENGAGED process will help your company celebrate successes and reinforce the behaviors that bring your brand to life.--Lynne S. Katzmann, President and CEO, Juniper Communities Gregg Lederman in his book ENGAGED! has provided a common-sense approach to a not-so-common, yet critical, business strategythat is, spending less time creating and marketing your brand and more time getting all employees to live the brand. Approaches such as making the invisible visible and creating a unified organizational mindset are key concepts for leaders to ponder. Gregg makes the point that what is commonly defined by business strategists as the soft stuff truly is the hard stuff as evidenced by the absence of high levels of employee engagement in so many companies today. Want a straightforward approach to engaging more employees in the work of your organization? Open this quick-read book and begin to change your mindset!--Kathy Parrinello, Chief Operating Officer, Strong Memorial Hospital, University of Rochester Medical Center Praise for previous book ACHIEVE BRAND INTEGRITY:Gregg Ledermans book, Achieve Brand Integrity, has been named the 2008 Axiom Gold Medal winner for best business book in HR and Employee Training. Sponsored by Inc. Magazine, Independent Publishers and the Jenkins Group, the Axiom Business Book Awards are designed to bring increased recognition to the very best business books of the year and their creators. Authors from around the globe submitted 400 business titles that were published in 2007 for judging in 25 different categories. "The goal of the Axiom Awards is to celebrate the innovative aspects of books that make us think, see, and work differently every day," said Jim Barnes, awards director, Jenkins Group. "The judges knew when they evaluated Achieve Brand Integrity that it was a very unique book."Achieve Brand Integrity has been awarded the 2008 Independent Publishers' Silver Medal for best business book. The distinction adds to author Gregg Ledermans recent win of the 2008 Axiom Gold Medal for best business book in HR and Training. The Independent Publisher Book Awards reward those who exhibit the courage, innovation, and creativity to bring about change in the world of publishing. Sponsored by the Jenkins Group, Inc.-one of the worlds premiere suppliers of custom book publishing-the contest attracted 3,175 entries that were judged in 65 different categories.
