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There are hundreds of tactics, described in dozens of motivation books, to produce a short-term boost in employee morale. But none of them last. If you want truly motivated employees for the long term— leading to higher customer satisfaction and loyalty— you must give employees a motive to want to do well on their own.This unique two-pronged approach provides techniques for introducing powerful movtivators to energize workers and outlines a process for eliminating the most common and pervasive de-motivators.

作者简介：

Paul Levesque has two decades’ experience as an international business consultant specializing in customer service. He is the author of Customer Service Made Easy (1-932531-912 EP, 2006).

Introduction

Chapter 1 Making Work Feel Like Play

　 The Busiest Donut Store, and Why

　 The Roots of Motivation

　 Why Do Bowlers Bowl?

Chapter 2 The Biggest Demotivator

　 Moved to Volunteer

　 We're Working to Help Who, Again?

　 The Wrong-Way Door to Enlightenment

　 The Flashpoint Culture

Chapter 3 Getting the Culture Shift Started

　 Pulling Together

　A Culture In Alignment

　The Shocking Truth About Your Mission Statement

　 Everyldy Sing: E-I-E-I-O

　The Four-Step Experiment

　Profound Lessons from the Road Runner

　Let The Culture-Shift Begin

Chapter 4 A New Role for Internal Communication

　The Medium Is the Message

　Killing Two Paradoxes with One Stone

　The Culture Map

　From Teamwork to Themework

　Brand Recognition

Chapter 5 Customer Feedback and How to Get It

　The Big Disconnect

　First Step: The Three Customer Focus Principles

　Second Step: Implementation Support

　Third Step: Harvesting Feedback

　Fourth Step: The Motivational Payoff

Chapter 6 Measuring Progress Toward Alignment

　Data vs. Measurement

　The Six Flashpoint Factors

　The Three-Ring Model

　Professional Customers

　Evaluating the Total Customer Experience

Chapter 7 Right and Wrong Ways to Celebrate Successes

　The Hidden Mirror

　Too Much of a Good Thing?

　The Four Attributes of Motivational Celebration

　The Celebration Life-Cycle of One Success

Chapter 8 Keeping the Motivational Kettle Boiling

　Interference Patterns

　Reinforcing Alignment Through the Hiring Process

　Reinforcing Alignment Through

　Performance Evaluations

　Closing Arguments

Index

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The long-term fix for employee motivation and highly satisfied customers There are hundreds of tactics, described in dozens of motivation books, to produce a short-term boost in employee morale. But none of them last. If you want truly motivated employees for the long term— leading to higher customer satisfaction and loyalty— you must give employees a motive to want to do well on their own.This unique two-pronged approach provides techniques for introducing powerful movtivators to energize workers and outlines a process for eliminating the most common and pervasive de-motivators.