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|Description:||xxiv, 215 pages : illustrations ; 22 cm|
|Contents:||Get every employee on stage, delivering the experience for customers --
Make happy employees to create engaged customers --
Don't just announce your culture, make it visible --
Sprint from culture talk to culture change --
Quantify your culture to turn common sense into common practice --
Any monkey can survey, start building relationships with customers --
Put the carrot away, rewards don't work the way you think they do --
Manage the experience to build trust in you as a leader.