Emotional Equity
Cód:
491_9781732165021
LOYAL STAFF AND CUSTOMERS ARE THE KEY TO PROFITABILITY AND LONG-TERM BUSINESS SUCCESS.Every business leader knows this, and for more than two decades, companies have tried to win staff and customer loyalty through lofty rhetoric, elaborate reward schemes, and complex systems. The result? Such loyalty remains hard to come by. According to a 2017 study from Lee Resources, 91 percent of customers will not come back to a business if they don’t like the way they were treated. That sentiment applies equally to staff loyalty. A 2018 Gallup Study showed that 71 percent of employees across industries aren’t engaged in their jobs and don’t feel loyal to their employers—trends that cost American businesses billions each year.In Emotional Equity, Elisa Levy provides a surprisingly simple solution to this problem. Instead of focusing on slogans and systems, she offers a people-centered approach to winning loyalty based on building authentic relationships and making work meaningful. This philosophy, dubbed “Emotional Equity,” makes employees and customers feel like they matter … because they do.This book shows business owners and leaders how to create Emotional Equity through seven concrete principles that can be applied immediately to their organizations. These principles are rooted in a case study of the Southernmost Hotel Collection, a resort in the Florida Keys that began as a lackluster group of motel properties and ended as one of the most profitable hotel sales in the history of South Florida, turning an investment of $1 million into more than $100 million.By applying the seven principles of Emotional Equity, businesses of all kinds can create a better staff culture, improve customer service and satisfaction, and increase their bottom line.
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