Praise for The Employee Experience
"Employee engagement is a great goal, though it can be hard to put into practice. In this well–written book, Maylett and Wride show how to create optimal conditions for employee engagement, and they share compelling stories of organizations that get the employee experience right."
Marshall Goldsmith, executive coach, business educator and New York Times bestselling author, ranked the number one leadership thinker in the world by Thinkers50
"In The Employee Experience, Maylett and Wride go beyond what makes a great experience (MAGIC) to how to make it happen. By navigating expectations, contracts, and trust, leaders can help employees have a positive experience that derives customer experience."
Dave Ulrich, Rensis Likert Professor, Ross School of Business, University of Michigan and Partner with The RBL Group
"The Employee Experience explores a simple truth I′ve been preaching for decades: When you treat your people right, they take care of your customers, who tell their friends, and your profits soar. It′s a sweet combination of great results and great human satisfaction. Read this book, do what it says, and get ready to reap the benefits!"
Ken Blanchard, coauthor of The New One Minute Manager® and Legendary Service
"Stats about employee engagement are usually quite challenging. Tracy Maylett and Matthew Wride tackle the topic with wit, data, and research and present a recipe for the ′secret sauce′ that creates fantastic workplace cultures that deliver bottom line results. The Employee Experience is a must–read for leaders serious about creating an environment where people desire to, and actually do, thrive, while growing their organizations."
Tony Bingham, CEO of the Association for Talent Development
Dedication and Acknowledgements vii
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