Follow This Path: How the World's Greatest Organizations Drive Growth by Unleashing Human Potential

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Hachette+ORM, Oct 8, 2002 - Business & Economics - 304 pages
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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. What 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.
 

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Follow this path: how the world's greatest organizations drive growth by unleashing human potential

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Rejecting conventional "rational actor" theories, this dense volume of management theory argues that emotions deeply impact economics. Customer loyalty comes from a non-rational, even addictive ... Read full review

Contents

Other Books from the Gallup Organization
The Path to Take
Welcome to the Emotional Economy
Discover the Talents of Each Employee
The Route That Never Goes Astray
Directions for Enhancing and Managing Employee Engagement
Emotional Economics Part 1
The Open Highway
Directions for Enhancing and Managing Customer Engagement
Emotional Economics Part 2
Managing the Emotional Economy
Endnotes
Managerial Talent Employee Engagement and Business Unit Performance
Employee Engagement Satisfaction and Business UnitLevel Outcomes A MetaAnalysis
Acknowledgments
Copyright

The Four Emotional States That Drive Customer Engagement

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About the author (2002)

Curt Coffman lives in Denver, Colorado.Gabriel Gonzalez-Molina lives in Washington, D. C.Both authors are leading management consultants for the Gallup Organization.

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