企业能从最忠实的粉丝身上学到什么

Your most devoted employees and customers have a lot to teach you about loyalty and performance. AUTHOR Marcus Buckingham Cocreator, the StrengthsFinder assessment LEADERSHIP PHOTOGRAPHER BOB WILLOUGHBY ABOUT THE ART Bob Willoughby, celebrated for his Hollywood film stills and influential jazz photography, captured rhythm-and-blues saxophonist Big Jay McNeely at Los Angeles’s Grand Olympic Auditorium in 1951. LEADERSHIP IDEA IN BRIEF THE PROBLEM Despite decades of effort by organizations to boost engagement and loyalty, employee trust and customer commitment continue to decline. Many of those efforts try to fix deficient experiences or incrementally improve mediocre ones. But people don’t change their behavior as a result of mildly positive interactions. …