Engaged‪!‬

Customers love it when employees are ENGAGED to deliver an experience. However, it doesn’t come easy for most companies. The level to which your workforce is ENGAGED has a significant impact every day on employees’ happiness and productivity, the customer experience, and your company’s 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.



You’ll discover the Eight Principles every manager needs to create a workforce that “lives the company brand” that leads to an experience that helps create customers for life:

• 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 and get 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 become more motivated and committed to your company’s success.

• Fill every manager’s toolbox with practical and proven techniques for making your company’s values and desired customer experience a part of the conversation … every day!



Tapping his vast experience of helping many “best companies to work for,” Lederman shares 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 don’t work the way you think they do) and introduces the ENGAGED Index (a tool to find out how ENGAGED your company is). This book will help you craft your plan so that rather than imagining what could be, you’ll actually design what should be.