CHAPTER 6
The Keystone of Organizational Excellence: Employee Engagement
Internal, service-focused behaviors will make or break the employee experience. As Elizabeth Norberg (2009), senior vice president and chief human resources officer at Foot Locker, explains, “The internal culture gives the identity to the experience and the brand. Our culture is defined by our talent, who really are the ‘faces, arms, and legs’ of the brand.” Nurturing this human “resource” is a critical action for world-class organizations.
For instance, the Walt Disney Company has not only identified frontline service behaviors but also focused on behaviors expected of its ...
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