Gregg Lederman - Engaged!: Outbehave Your Competition to Create Customers for Life

ENGAGED!ADVANCED PRAISE

Gregg Lederman hits the bulls-eye in his new book, ENGAGED! He understands that inspired employees who live your organizations values have a lot more impact on your brand than fancy logos and slick advertising. If you want motivated people and raving fan customers, read this book!

Ken Blanchard, co-author of Raving Fans and Trust Works!

Creating loyal employees and customers is a journey. A consistently great experience is required. ENGAGED! is a fantastic read for those looking for a step-by-step pathway to improve their employee and customer experience.

Colleen Wegman, President, Wegmans Food Markets

This is an excellent book that shows you how to build a high-performance company by creating and rewarding high-performance people.

Brian Tracy, New York Times best-selling author of Eat That Frog

Finally, a book that is so fundamental to success in todays business climate. Both managers of small businesses and multinationals can equally benefit from reading ENGAGED! Every leader or potential leader should read this. Its a fun and fresh reminder of how any brand can establish a culture with employees that your customers will love you for.

Kyle OBrien, Executive Vice President of Sales, Chobani, Inc.

An experience is being delivered at every interaction with your customers. ENGAGED! provides a simple step-by-step approach to help every employee get on-stage to perform your companys experience. An amazing read for anyone responsible for ensuring a world-class customer experience.

Jamey Rootes, President, Houston Texans

If you want to create an amazing culture, one where employees are engaged, excited to come to work, desire to do their best, feel fulfilled, and want to make customers happy, then you will love the lessons you will learn in ENGAGED!

Shep Hyken, New York Times best-selling author of The Amazement Revolution

When leaders begin to care more about the company than they do for themselves, great things start to happen. If you are looking for a book packed with tools to help create winning teams, you just found it. An amazing read for anyone looking to enhance their leadership skills at work and in life.

Mark Schlereth, three-time Super Bowl champion and current ESPN NFL Analyst

If youre looking to completely transform your customer experience, ENGAGED! provides the strategies, tools, and techniques to show you how.

Lynn Yanyo, Director of Marketing and Customer Services, LORD Corporation

What a great book! It is practical, smart, has fresh energy, and is edgy. I really like the way Gregg Lederman puts theory into practice. Outstanding!

Craig P. Dinsell, EVP, Chief Human Resource Officer, Oppenheimer Funds

A fundamental principle of business first developed at and now widely touted by the Simon School is that skin in the game matters. When individuals are more invested and engaged, the performance of their company improves. Gregg Ledermans book provides a novel method to quantify employee engagement and thereby ultimately a vehicle to improve your companys performance. For leaders who care about making their companies ever better, ENGAGED! is a mustfirst to read and then to put its insights into practice.

Mark Zupan, Dean of the Simon School at the University of Rochester

The Principles of ENGAGED! helped transform our culture. Every day our employees strive to live our brand through specific and critical behaviors. We appreciate the correlation between engaged employees and engaged customers which ultimately drives our financial success.

Martin Birmingham, CEO, Five Star Bank

ENGAGED! is easy to read, understand, and implement. It is ideal for companies of any size who want to cut through the branding forest to see the trees that make a brand visible and palpable. The ENGAGED process will help your company celebrate successes and reinforce the behaviors that bring your brand to life.

Lynne S. Katzmann, President and CEO, Juniper Communities

This book is a road map for me personally and for the future of our company. In our journey to create customers for life, its rewarding to be reminded of where weve been while clearly seeing the places we absolutely cant miss as we strive to increase the engaged level of our corporate family. Weve improved our employee and customer retention and created real shareholder value by following the concepts of ENGAGED!

Bob Doyle, CEO, CSC ServiceWorks

Gregg Lederman drills through the discussion of engagement to its most fundamental levelthat of behavior. In an inspiring and accessible voice, Lederman offers solid models, methods, and takeaways for leaders and managers seeking to engage their peopleboth employees and customersand dramatically improve company performance. One of the best business books of the year!

Rebecca Clement, Publisher, Soundview Executive Book Summaries

If you want to delight your customers and employees, read this excellent book! Gregg Lederman provides a road map on how to engage your workforce to deliver an uplifting customer experience.

Ron Kaufman, New York Times best-selling author of Uplifting Service

Gregg Lederman in his book ENGAGED! has provided a common-sense approach to a not-so-common, yet critical, business strategythat is, spending less time creating and marketing your brand and more time getting all employees to live the brand. Approaches such as making the invisible visible and creating a unified organizational mindset are key concepts for leaders to ponder. Gregg makes the point that what is commonly defined by business strategists as the soft stuff truly is the hard stuff as evidenced by the absence of high levels of employee engagement in so many companies today. Want a straightforward approach to engaging more employees in the work of your organization? Open this quick-read book and begin to change your mindset!

Kathy Parrinello, Chief Operating Officer, Strong Memorial Hospital, University of Rochester Medical Center

ENGAGED! is packed with tools and techniques to inspire any manager or executive. The strategic approach to employee recognition you will learn in this book has helped us to shape and sustain our best place to work culture.

Casey M. McGuane, Chief Operating Officer, Higher One (NYSE: ONE)

ENGAGED!

Outbehave
Your Competition
to Create
Customers for Life

ENGAGED!

Outbehave
Your Competition
to Create
Customers for Life

GREGG LEDERMAN

Author ofAchieve Brand Integrity

Copyright 2013 by Gregg Lederman

All rights reserved.

No part of this book may be reproduced, stored in a retrieval system, or transmitted by any means, electronic, mechanical, photocopying, recording, or otherwise, without written permission from the publisher.

The content of this book has been prepared for informational purposes only. Although anyone may find the ideas, concepts, practices, suggestions, recommendations, disciplines, and understandings presented in this book to be useful, the contents of this book are provided with the understanding that neither the author nor the publisher is engaged in providing any specific business advice to the reader. Nor is anything in this book intended to be a strategy or recommendation for any specific kind of business problem or business opportunity. Each person and business has unique needs, qualities, resources, abilities, and other attributes and this book cannot take these individual differences into account. Each person and business should engage a qualified professional to address his, her, or its unique situation.