Follow This Path : How the World's Greatest Organizations Drive Growth

by Coffman, Curt; Gonzalez-Molina, Gabriel

• ISBN13: 9780446530507
• ISBN10: 0446530506
• Format: Hardcover
• Copyright: 2002-10-08
• Publisher: Grand Central Pub

Summary

When it comes to getting ahead in business, The Gallup Organization has led the way with two landmark books: the New York Times and Wall Street Journal bestsellers First, Break all the Rules and Now, Discover Your Strengths. In its latest guide the world's hottest management consulting firm reveals your company's most valuable asset-and, with groundbreaking new findings and methods, shows you how developing that asset can lead to a quantum leap in cost efficiencies and profits.FOLLOW THIS PATHWhat do the world's greatest organizations have in common? They know that their most valuable resource is human-their employees and customers. And the best companies understand two important facts: people are emotional first and rational second, and because of that, employees and customers must be emotionally engaged in order for the organization to reach its full potential. Gallup research not only bears that out, but has uncovered the secrets of creating and managing an "emotional economy" that will provide boom possibilities for your company.FOLLOW THIS PATH shows you how the traditional ways to engage people no longer apply in today's world. Instead, it offers a system it calls The Gallup Path, based on the proven, revolutionary strategies of the most successful businesses. You'll learn the prerequisites of an effective workplace, forge unbreakable bonds between employees and customers with the book's 34 Routes to Superior Performance, know the three crucial links that drive productivity and growth, discover the best employee and customer motivators, and much more.Ignore the emotional economy-and miss out on financial performance. Helping you build relationships one customer and one employee at a time, this important book offers a unique new path for your organization to follow. All you have to do is value and develop human relationships all around you to transform your business-starting today.

Table of Contents

Foreword	p. ix
Introduction: The Path to Take	p. 1
Welcome to the Emotional Economy	p. 15
Discover the Talents of Each Employee	p. 29
The Route That Never Goes Astray	p. 62
Steering toward Engagement	p. 72
Directions for Enhancing and Managing Employee Engagement	p. 96
Emotional Economics, Part 1	p. 125
The Open Highway	p. 147
The Four Emotional States That Drive Customer Engagement	p. 170
Directions for Enhancing and Managing Customer Engagement	p. 185
Emotional Economics, Part 2	p. 208
Managing the Emotional Economy	p. 222
Epilogue: A New Vision for a New Century	p. 230
Endnotes	p. 233
Managerial Talent, Employee Engagement, and Business Unit Performance	p. 247
Employee Engagement, Satisfaction, and Business Unit--Level Outcomes: A Meta-Analysis	p. 264
Acknowledgments	p. 283
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