Motivation : Powerful Motivators That Will Turbo-Charge Your Workforce

by Levesque, Paul

• ISBN13: 9781599181417
• ISBN10: 159918141X
• Edition: 1st
• Format: Paperback
• Copyright: 2007-09-25
• Publisher: Entrepreneur Press

Summary

The long-term fix for employee motivationand highly satisfied customers There are hundreds of tactics, described in dozens ofmotivation books, to produce a short-term boost inemployee morale. But none of them last. If youwant truly motivated employees for the long termleading to higher customer satisfaction and loyaltyyou must give employees a motive to want to do wellon their own.This unique two-pronged approach providestechniques for introducing powerful movtivatorsto energize workers and outlines a process for eliminatingthe most common and pervasive de-motivators.

Author Biography

Paul Levesque has two decades’ experienceas an international business consultant specializing in customerservice. He is the author of Customer Service MadeEasy (1-932531-912 EP, 2006).

Table of Contents

Introduction	p. ix
Making Work Feel Like Play	p. 1
The Busiest Donut Store, and Why	p. 2
The Roots of Motivation	p. 5
Why Do Bowlers Bowl?	p. 7
The Biggest Demotivator	p. 17
Moved to Volunteer	p. 19
We're Working to Help Who, Again?	p. 21
The Wrong-Way Door to Enlightenment	p. 25
The Flashpoint Culture	p. 28
Getting the Culture Shift Started	p. 34
Pulling Together	p. 35
A Culture In Alignment	p. 37
The Shocking Truth About Your Mission Statement	p. 40
Everybody Sing: E-I-E-I-O	p. 42
The Four-Step Experiment	p. 46
Profound Lessons from the Road Runner	p. 51
Let The Culture-Shift Begin	p. 53
A New Role for Internal Communication	p. 56
The Medium Is the Message	p. 58
Killing Two Paradoxes with One Stone	p. 60
The Culture Map	p. 64
From Teamwork to Themework	p. 67
Brand Recognition	p. 71
Customer Feedback and How to Get It	p. 77
The Big Disconnect	p. 79
First Step: The Three Customer Focus Principles	p. 83
Second Step: Implementation Support	p. 86
Third Step: Harvesting Feedback	p. 91
Fourth Step: The Motivational Payoff	p. 97
Measuring Progress Toward Alignment	p. 99
Data vs. Measurement	p. 100
The Six Flashpoint Factors	p. 103
The Three-Ring Model	p. 111
Professional Customers	p. 116
Evaluating the Total Customer Experience	p. 122
Right and Wrong Ways to Celebrate Successes	p. 125
The Hidden Mirror	p. 129
Too Much of a Good Thing?	p. 131
The Four Attributes of Motivational Celebration	p. 134
The Celebration Life-Cycle of One Success	p. 145
Keeping the Motivational Kettle Boiling	p. 149
Interference Patterns	p. 150
Reinforcing Alignment Through the Hiring Process	p. 153
Reinforcing Alignment Through Performance Evaluations	p. 156
Closing Arguments	p. 163
Index	p. 169
Table of Contents provided by Ingram. All Rights Reserved.