Employee Ambassadorship: Optimizing Customer-Centric Behavior from the Inside-Out and Outside-In

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A number of studies have revealed a correlation between employee attitudes about their companies and the degree of value customers attribute to the company. This phenomenon is called employee ambassadorship, a state beyond satisfaction and engagement where all employees are focused on, and tasked with, delivering customer value as part of their job description, irrespective of location, function or level. This book will describe and investigate this phenomenon and demonstrate how it can be used to add value to the customer experience.