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by Marshall Goldsmith, Jacob Morgan
The Employee Experience Advantage
Cover
Title Page
Copyright
Dedication
Foreword
Acknowledgments
We All Care about Experience (Introduction)
Note
PART I: The Evolution of Employee Experience
Chapter 1: Defining Employee Experience
Utility
Productivity
Engagement
Employee Experience
Chapter 2: Research on Employee Experience
A Note about the Research Sponsors
Chapter 3: Employee Experience Drivers
Poor Success with Engagement
The War for Talent
Technology
Alternative Work Arrangements and the Gig Economy
People Analytics
Transparency
Notes
PART II: The Reason for Being and the Three Employee Experience Environments
Chapter 4: Reason for Being
Statements from Leading Organizations
The Three Employee Experience Environments
Note
Chapter 5: The Physical Environment
Chooses to Bring in Friends or Visitors
Offers Flexibility
Organization's Values Are Reflected
Leverage Multiple Workspace Options
How Organizations Scored
Notes
Chapter 6: The Technological Environment
Availability to Everyone
Consumer Grade Technology
Employee Needs versus Business Requirements
How Organizations Scored
Note
Chapter 7: The Cultural Environment
Company Is Viewed Positively
Everyone Feels Valued
Compensation and Benefits
Having Employee's Voices Heard
Employees Are Recognized for the Work That They Do
Legitimate Sense of Purpose
Employees Feel like They're Part of a Team
Believes in Diversity and Inclusion
Referrals Come from Employees
Ability to Learn New Things and Given the Resources to Do So and Advance
Treats Employees Fairly
Executives and Managers Are Coaches and Mentors
Dedicated to Employee Health and Wellness
How Organizations Scored
Notes
Chapter 8: The Employee Experience Equation
PART III: Why Invest in Employee Experience?
Chapter 9: The Nine Types of Organizations
inExperienced
Emerging
preExperiential
Experiential
Chapter 10: Employee Experience Distribution
Chapter 11: The Business Value of Employee Experience
Customer Service
Innovation
Employer Attractiveness
Admiration and Respect
Brand Value
Other Lists
Note
Chapter 12: Business Metrics and Financial Performance
Chapter 13: The Cost of Employee Experience
Note
PART IV: Building the experiential organization
Chapter 14: System 1 versus System 2 Experiences
Chapter 15: The Employee Experience Design Loop
Respond
Analyze
Design
Launch
Participate
Example: General Electric
Example: Airbnb
Note
Chapter 16: The Starbucks Model of Transparency
Note
Chapter 17: The Employee Life Cycle
Chapter 18: Moments That Matter or Moments of Impact
Specific Moments That Matter
Ongoing Moments That Matter
Created Moments That Matter
Moments That Matter at Cisco
Chapter 19: Moments That Matter and Employee Experience
Chapter 20: The Employee Experience Pyramid
Chapter 21: What about the Actual Work?
Chapter 22: Who Owns the Employee Experience?
Initiated by the CEO and Executive Team
Owned by the People Team
Driven by Managers
Championed by Everyone
Chapter 23: A Lesson from Airbnb
Chapter 24: The Role of Employees
Chapter 25: Where to Start
You Have to Care, Really Care
Define a Reason for Being
Build a People Analytics Function
Build or Improve the Experience Team
Deploy Feedback Tools/Mechanisms
Implement Cool Spaces, ACE Technology, and CELEBRATED Culture
Example: Adobe
Identify and Create Moments That Matter (or Moments of Impact)
Think of Your Organization like a Lab Instead of a Factory
Notes
Chapter 26: Focus on What Makes Your Company Unique
Notes
Chapter 27: Size, Industry, and Location Don't Matter
Always Improve
Think like a Laboratory
Move Beyond Checklists
Put People at the Center and Know Them
Design with, Not For
Care
Focus on What Makes You Unique
Chapter 28: A Futurist's Perspective
Appendix
Index
End User License Agreement
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