CHAPTER 6Engagement Walks in the Door and Trips over Enablement



AS MOST OF US know, and as illustrated by the “newbie” Bernette call center employees introduced in Chapter 5, there is a “tenure effect” at play in most organizations. Not surprisingly, surveys show that employee opinions about an organization are consistently most favorable among the newly hired.

Your relationship with an organization is like your relationship with a significant other. It begins with infatuation. Think about Stacy Robbins, fresh out of high school, hired by a bank that was famous for its goodwill and its family owner-ship—a bank with a great reputation as one ...

Get The Enemy of Engagement now with O’Reilly online learning.

O’Reilly members experience live online training, plus books, videos, and digital content from 200+ publishers.