Publisher's Synopsis
Your employees are the lifeblood of your organization. That's not just meaningless gibberish. It's your reality.
Chief Executive Group recently polled CEOs in the US about their top priorities in 2024, and 60% of them said that retaining and engaging employees is their top priority because unemployment remains low, and skilled employees are both hard to find and to retain. That number is up slightly from two years ago, when 57% said that was the number-one priority. Unfortunately, retaining and engaging employees remains a top challenge for CEOs, too, as well as recruiting and training employees. (This answers the question about why I wrote this book.) Clearly, without employees, you have no one to design, build, sell, service, implement, install, deliver, etc. your products and services. Who's going to deliver the experience? In that case, there would be no need for customers. It's what makes the world (well, your business) go round and round. When it comes to designing and delivering a better experience for your customers, there's a real missed opportunity for most businesses that could turn the tide and make that whole process a lot easier. There's a hidden gem in your organization that really is at the root of a great customer experience: your employees! Businesses must focus on employees more first; in order to deliver a great customer experience, they really have to start with designing and delivering a great experience for their employees! Take care of your employees, and they will take care of the rest. They'll make sure customers have what they need to achieve their desired outcomes, and then the business benefits.
