Work Is Broken: How to Create Exceptional Customer Employee Experiences

ISBN-13: 9781472481030 / Angielski / Twarda / 2018 / 219 str.

Emma Reynolds; Jared King

Opis

We live in an era of rampant disruption. We have entered a social and business revolution. As customers we can do almost anything in three clicks (or taps). This has made us very impatient. We can review, upload, tweet and 'like' everything. This has made us all influential. And most importantly we have the power of choice. To choose what we buy, where we eat, and...where we work. Candidates and employees are thinking and acting like customers. Yet they're still faced with 76-click application processes and one-way conversations. And once they get to work the situation is no better. Marketers no longer market stuff at people. They create movements and inspire, designing experiences and interactions, not interruptions. Externally, we benefit from the power of Design Thinking and putting our customers at the centre of everything we do. Internally, organisations are suffering. The problems are endless (attrition, absenteeism, skyrocketing cost of recruitment, performance issues, disengagement etc). Work isn't working In the 21st Century, 'work' has almost become a dirty word. Employees are still chained to their desks, trapped in the 20th Century. Leaders have become disconnected and isolated, teams disempowered and dysfunctional. And talent is fast becoming the world's most wasted resource. Organisations can fundamentally transform their businesses by rethinking the way they view and treat their workforce. Imagine a world where engaging experiences are designed not only for customers, but for candidates and employees too. Emma Reynolds and Jared King demonstrate how to navigate the shift from interruption to interaction and show HR professionals and leaders what they can learn from marketing and how to create exceptional employee experiences.

Spis treści

Imagine a world where engaging experiences are designed not only for customers, but for candidates and employees too. Emma Reynolds and Jared King demonstrate how to navigate the shift from interruption to interaction and show HR professionals and leaders what they can learn from marketing and how to create exceptional employee experiences.

O autorze

Emma Reynolds is Co-founder & CEO of E3 Reloaded. Emma has lived and worked across three continents; Australia, United Kingdom and Hong Kong. At 23 she started her first consulting business, at 25 a research business, and at 27 moved to Hong Kong to build her third business, E3 Reloaded. Emma was included on the prestigious 35 Women under 35 list making headlines in the Sunday Times and Management Today. Emma is a brand ambassador for More Than Me and dedicates her spare time to helping Katie Meyler and the team get little girls off the street in Liberia and into education. Jared King was born in Kingston, Canada. Jared studied sport psychology and business and worked in Toronto for three years before moving to Hong Kong. He is passionate about making the world of work more satisfying, more meaningful, and a more enjoyable experience for employees and candidates.