March 06, 2017 / By John Sills /
Ask anyone about a recent great customer experience they’ve had, and they’ll probably mention the person who made it happen.
So whilst reading Drive – Dan Pink’s excellent book on motivation – I was happy to discover a theory that joins these dots and seems to confirm that the things that make for engaged employees are the very same things that also create great customer experiences.
The book focuses on self-determination theory, first proposed by Deci & Ryan in 1985, which is concerned with the motivation behind the choices people make.