Laurie Bassi

About the Author

Ed Frauenheim is an editor at Great Rated!™, the workplace research site that gives job seekers the inside scoop on companies and their cultures so they can find their best fit. ?Ed produces content for Great Rated! and for its parent organization Great Place to Work®. Ed has been writing about work, business and technology for 15 years, including eight years as a reporter and editor at Workforce magazine. He is also co-author of two books: "Good Company: Business Success in the Worthiness Era," and "Organized Innovation: A Blueprint for Renewing America’s Prosperity." Contact him at ed.frauenheim@greatplacetowork.com.

About the Author

Laurie Bassi is the CEO of McBassi & Company, a leader in the emerging decision-science of human capital management. Since founding McBassi in 2001, she has been working with clients to help them unleash human capability within their organizations. Earlier, she served as VP for research at ASTD, the director of several U.S. government commissions, and a tenured professor of economics and public policy at Georgetown University. Contact her at lbassi@mcbassi.com.

About the Author

Dan McMurrer is chief analyst at McBassi & Company. Over the past 15 years, Dan and Laurie have worked together in the world of HR analytics, designing and deploying assessment tools for understanding the unique strengths and weaknesses of organizations’ work and learning environments, and analyzing how those are linked to business results. Prior to cofounding McBassi & Company, Dan worked in research positions at the Urban Institute, Saba Software, the American Society for Training & Development, and the U.S. Department of Labor

Good Employers Make Good Sellers

Great customer experiences depend heavily on companies creating a great experience for their employees. Executive VP Jim Bush acknowledged this relationship from the outset of his quest to ramp up customer satisfaction at American Express. The company polled existing customer care agents to find what would boost the quality of their service. Among…