激发MOTIVATION
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作者： Paul Levesque著
出 版 社： Oversea Publishing House
出版时间： 2007-9-1字数：版次： 1页数： 175印刷时间： 2007/09/01开本： 24开印次： 1纸张： 胶版纸I S B N ： 9781599181417包装： 平装内容简介
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).
目录
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
