How the World's Greatest Organisations Drive Growth by Unleashing Human Potential.
Building on the success of the Gallup bestseller, 'First Break All The Rules', this new book from the Gallup organisation teaches business leaders how to achieve sustainable growth and profits in an environment of intense competition.
'Follow This Path' is a ten-step programme for making your company more profitable by understanding that both employees and customers are people with emotional and psychological needs and wants. People are not rational utility-maximisers acting on perfect information, as in economic theory.
Rather, as both customer and employee, they want to form economic relationships- like any other kind of relationship- that are based on trust and emotional connection. If they succeed in forming such relationships, they engage (a key word in the book, and a central theme) with an organisation, and will ultimately prove more profitable to it.
The authors draw on years of Gallup surveys to detail the Q12 - the 12 factors that encourage employees to become engaged with the organisation, and the CE11 - the 11 factors that lead to Customer Engagement. In each case, they show how engagement leads to profitability, and back up their claims with lots of statistics based on Gallup findings.