Great Companies Know Employees Are Customers Too
Edition: 1
Copyright: 2020
Pages: 78
Edition: 1
Copyright: 2020
Pages: 76
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Much of the focus of a leader is directed at customers. Advertising is placed to attract them while sales and discounts are offered in an effort to entice customers to transact business. Significant effort, time and resources are expended to get customers to affiliate to the business brand. Is the same concerted effort expended toward employees?
Customers first engage with employees and no matter how fluid a transaction is the people who represent the business are replicas of how the business treats their employees. Accordingly, if we want happy, productive, and motivated employees, we must treat them like customers. For this purpose, I have written this book.
To create a reflection of how employees mirror the business they represent, this book breaks down overarching issues that impact employee perceptions and attitudes. The process begins with branding and continues through the hiring process, cultural impacts, and ongoing leadership.
Introduction
Chapter 1 Public Perception
Chapter 2 Positions of Importance
Chapter 3 Imagining Success
Chapter 4 Screening Candidates
Chapter 5 The Offer – Building Excitement
Chapter 6 Managers and Mentors
Chapter 7 Ongoing Leadership
Larry Friis is the Principal of High-touch Leadership, an advisory services firm. He is an Adjunct Professor and frequent radio guest. Larry spent 23 years in the banking industry and sat on the Board of two financial institutions. Larry has also spent time as a Healthcare executive and has an active license as a Healthcare Administrator. He is now pursuing a doctoral degree, which focuses on business and corporate leadership.
Great Companies Know Employees Are Customers Too uniquely identifies a significant area for organizational improvement. Author Larry Friis describes the business value proposition whereby enterprise leaders motivate and engage prospective employees during the recruitment and onboarding process. The desired enterprise outcome is a culture of satisfied, committed, and productive workforce members who are aligned with the corporate vision and mission. Thus, the employees acquire an attitude for delivering authentic, high quality customer service that promotes organizational success.
Dr. Michael J. D. Sutton
Chief Game-Based Learning Officer
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