In an ever increasing customer‐centric world, employees are the key to unlocking customer loyalty and higher profits, but many companies neglect those on the front line of delivering customer experience. Why? They feel there is no empirical evidence of the linkage between customer actions and employee engagement.
The conclusive results detailed in this case study demonstrate that employees do, in fact, directly impact customer satisfaction and profits. Employee engagement is no longer “fluff” or a “soft issue,” but rather a core, differentiating factor that needs to be developed and managed with the same rigor as any other operational discipline in the organization.
Learn more in this Strativity white paper: Engaged Employees Deliver Higher Customer Satisfaction and Greater Profitability.