Happy Employees Make Happy Customers by Colin Shaw

Happy Employees Make Happy Customers: How to build great employee engagement to create a great customer experience By Colin Shaw Colin Shaw's new eBook, Happy Employees Make Happy Customers, explores the relationship between your employee engagement and your customer experience. Shaw is the founder and CEO of Beyond Philosophy, one of the world's first organizations devoted to customer experience. He explains how organizations should have combined and complementary customer and employee experience improvement programs. Employee engagement occurs when people feel committed to the company's mission. Like the most successful customer experience programs, the employees have an emotional connection to the company and enjoy personal satisfaction from their actions on the organization's behalf. Many companies understand having an excellent customer experience is the next competitive differentiator for organizations. Fewer of them, however, understand the importance of creating an employee experience that mirrors the customer experience. Happy Employees Make Happy Customers describes what it takes to evoke the proper emotions from employees so they can deliver outstanding customer experience. He discusses why the employee experience matters, how to hire the right employees and what to look for in the people you bring on board. He reviews the significance of training and maintaining the employee experience. He also covers the employee's responsibility in the relationship and how leadership can foster the proper environment for success. Finally, he shares examples of companies that promote an environment conducive to employee engagement and retention—and those who don't. Shaw illustrates his ideas with examples from headlines and stories from his career to give these concepts life. With his natural storytelling style and focus on practicality, Happy Employees Make Happy Customers helps organizations take their employee experience to the next level and elevate the