The Employee Experience by Tracy Maylett

Author:Tracy Maylett
Language: eng
Format: epub
ISBN: 9781119294207
Publisher: Wiley
Published: 2016-12-20T15:00:00+00:00

We know that’s an impossibly long list of factors to track and manage, but don’t panic. The organizations that have been the most successful at building a solid Brand Contract—one that reinforces the beliefs and expectations they want—have done it by focusing on being authentic, driven by deep values, open and honest with their people, and consistent in what they do and say to everyone. In other words, they’ve been good human beings first, good leaders second.

Which brings up an important point. It’s not just the organization that has a brand. Each individual manager location, and even departments and functions have their own brands, which may or may not line up with the organization’s brand.

It’s quite possible that your organization has a stellar brand and has honored that Contract to the letter. Yet your best employee in the customer care department sees her boss toss the organization’s Brand Contract aside. “Great company,” she thinks, “but this guy’s a real jerk.” Although we won’t spend much time on this fact, it’s important to understand a manager’s individual role in brand creation and protection. Just be warned: In a situation like this, your number-one customer care team member will probably go elsewhere.

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