{"product_id":"culture-hacker-isbn-9781119405726","title":"Culture Hacker","description":"\u003cp\u003e\u003cb\u003eHACK YOUR WORKPLACE CULTURE FOR GREATER PROFITS AND PRODUCTIVITY\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\"I LOVE THIS BOOK!\"\u003cbr\u003e\u003cb\u003e—CHESTER ELTON,\u003c\/b\u003e \u003ci\u003eNew York Times\u003c\/i\u003e bestselling author of \u003ci\u003eAll In\u003c\/i\u003e and \u003ci\u003eWhat Motivates Me\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\"When companies focus on culture, the positive effects ripple outward, benefiting not just employees but customers and profits. Read this smart, engaging book if you want a practical guide to getting those results for your organization.\"\u003cbr\u003e\u003cb\u003e—MARSHALL GOLDSMITH,\u003c\/b\u003e executive coach and \u003ci\u003eNew York Times\u003c\/i\u003e bestselling author\u003c\/p\u003e \u003cp\u003e\"Most books on customer service and experience ask leaders to focus on the customer first. Shane turns this notion on its head and makes a compelling case why leaders need to make 'satisfied employees' the priority.\"\u003cbr\u003e\u003cb\u003e—LISA BODELL,\u003c\/b\u003e CEO of Futurethink and author of \u003ci\u003eWhy Simple Wins\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\"This is a must read for anyone in a customer service-centric industry. Shane explains the path to creating both satisfied customers and satisfied employees.\"\u003cbr\u003e\u003cb\u003e—CHIP CONLEY,\u003c\/b\u003e \u003ci\u003eNew York Times\u003c\/i\u003e bestselling author and hospitality entrepreneur\u003c\/p\u003e \u003cp\u003eThe question is not, \"does your company have a culture?\" The question is, \"does your company have a culture that fosters outstanding customer experiences, limits employee turnover, and ensures high performance?\"\u003c\/p\u003e \u003cp\u003eEvery executive and manager has a responsibility to positively influence their workplace culture. \u003ci\u003eCulture Hacker\u003c\/i\u003e gives you the tools and insights to do it with simplicity and style.\u003c\/p\u003e \u003cp\u003e\u003ci\u003eCulture Hacker\u003c\/i\u003e explains:\u003c\/p\u003e \u003cul\u003e \u003cli\u003eTwelve high-impact hacks to improve employee experience and performance\u003c\/li\u003e \u003cli\u003eHow to delight and retain a multi-generational workforce\u003c\/li\u003e \u003cli\u003eThe factors determining whether or not your employees deliver outstanding customer service\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003eIntroduction: The Journey from Customer Experience to Employee Experience xi\u003c\/p\u003e \u003cp\u003e1 Culture: More Than Just an HR Thing 1\u003c\/p\u003e \u003cp\u003e2 Values: Not Some Philosophical BS 13\u003c\/p\u003e \u003cp\u003e3 Selection: The Right Fit over a Warm Body 25\u003c\/p\u003e \u003cp\u003e4 Orientation and Onboarding: Your Sink-or-Swim Strategy is a Terrible Waste of Talent 37\u003c\/p\u003e \u003cp\u003e5 Performance Management: How We Fail to Maximize Our Employees’ Abilities and Talents 55\u003c\/p\u003e \u003cp\u003e6 Coaching: Giving Feedback, the Most Misunderstood and Poorly Executed Leadership Task 73\u003c\/p\u003e \u003cp\u003e7 Strategy, Scores, and Plans: The Real Reason Your People are Not Engaged 87\u003c\/p\u003e \u003cp\u003e8 Recognition: It’s Time to Stop the Meaningless and Mundane Awards Process 101\u003c\/p\u003e \u003cp\u003e9 Tough Conversations and Decisions: Why We Have People Who Would Be Better Off as Customers than Employees 113\u003c\/p\u003e \u003cp\u003e10 Career Development: It’s at the Heart of Long-Term Employee Commitment, Yet No One is Doing Anything about It 127\u003c\/p\u003e \u003cp\u003e11 Communication: Why One Size or One Way Doesn’t Fit All 139\u003c\/p\u003e \u003cp\u003e12 Product, Place, Process, and Perks: The Other Four P’s That Define the Employee Experience 161\u003c\/p\u003e \u003cp\u003e13 Leadership: Why We Have So Many Managers but So Few Leaders 173\u003c\/p\u003e \u003cp\u003eAfterword: Change—It’s Not Just Something Everyone Else Does 183\u003c\/p\u003e \u003cp\u003eAcknowledgments 189\u003c\/p\u003e \u003cp\u003eIndex 191\u003c\/p\u003e  \u003cp\u003e\u003cb\u003eSHANE GREEN\u003c\/b\u003e is a world-renowned keynote speaker, author, television personality, and consultant to global Fortune 500 leaders on customer experience and organizational culture. Shane draws on his foundation at The Ritz-Carlton Hotel Company and his work in multiple industries, to help clients transform customer experiences by improving employee habits and mindsets. As president and founder of SGEi, Shane leads a team of professionals who inspire iconic brands, like the NBA, Westfield, Foot Locker, Net Jets Inc., W Hotels, and BMW to reprogram their employee experiences—in order to create loyal customers and raving fans.    \u003c\/p\u003e\u003cp\u003eCulture is the collective mindset and attitude of your employees. The mindset they bring to work every day determines how they will take care of your customers, how much effort they will put into their work, and whether or not they will stay with you long term.  \u003c\/p\u003e\u003cp\u003eThe research from across industries is clear: when your employees are more engaged, your company is more productive and profitable—leading to better shareholder returns. Culture is no longer just a Human Resource thing, it is \u003ci\u003ethe\u003c\/i\u003e most important thing in business today.  \u003c\/p\u003e\u003cp\u003e\u003ci\u003eCulture Hacker\u003c\/i\u003e is the complete guide to understanding your employees' mindset, designing a strategy to elevate their experience, and executing a thoughtful, \"below-the-radar\" culture change.  \u003c\/p\u003e\u003cp\u003e\u003ci\u003eCulture Hacker\u003c\/i\u003e will improve your customer satisfaction, employee retention, and organizational performance…and that leads straight to higher profits and productivity.    \u003c\/p\u003e\u003cp\u003eCulture is the collective mindset and attitude of your employees. The mindset they bring to work every day determines how they will take care of your customers, how much effort they will put into their work, and whether or not they will stay with you long term. \u003c\/p\u003e\u003cp\u003eThe research from across industries is clear: when your employees are more engaged, your company is more productive and profitable—leading to better shareholder returns. Culture is no longer just a Human Resource thing, it is \u003ci\u003ethe\u003c\/i\u003e most important thing in business today. \u003c\/p\u003e\u003cp\u003e\u003ci\u003eCulture Hacker\u003c\/i\u003e is the complete guide to understanding your employees' mindset, designing a strategy to elevate their experience, and executing a thoughtful, \"below-the-radar\" culture change. \u003c\/p\u003e\u003cp\u003e\u003ci\u003eCulture Hacker\u003c\/i\u003e will improve your customer satisfaction, employee retention, and organizational performance…and that leads straight to higher profits and productivity.\u003c\/p\u003e","brand":"Wiley","offers":[{"title":"Default Title","offer_id":47989014364389,"sku":"NP9781119405726","price":30.0,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9781119405726.jpg?v=1761782437","url":"https:\/\/k12savings.com\/products\/culture-hacker-isbn-9781119405726","provider":"K12savings","version":"1.0","type":"link"}