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Ten Laws of Employee Engagement – Law #3

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YOUR CUSTOMER’S EXPERIENCE HINGES ON EMPLOYEE ENGAGMENT

It is impossible to have extraordinary levels of positive, loyalty-creating customer experiences if your employees are not highly engaged. Why? Because customer satisfaction, by itself, is not predictive of loyalty or repeat business. Research has shown that it is only when a customer’s satisfaction is linked to a relationship at an emotional level – some point of connection with a strong emotional component (trust, self-image, connection) – that it delivers the kind of passionate commitment that every brand dreams of having. Nothing devastates the customer experience faster than disengaged employees serving up lukewarm commitment and lackluster service. When you look at truly passionate customers, there is always some point of human connection at an emotional level (either actual or felt) behind the passion. So if any part of your business proposition involves creating exceptional customer experiences, the best place to begin is with your staff.

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The following comments are for Engagient's Employee Engagement Seminar for Managers

We needed to communicate the value of fully engaged employees to our managers and supervisors, and without a doubt, Engagient’s seminar on Employee Engagement clearly told the story. Our entire management staff now understands the value to our business in having a fully engaged workforce. Engagient made sure we had the necessary tools to move forward and we now believe this will help us differentiate ourselves against our competitors.

Don’s delivery is exceptionally engaging, straight forward, and in my experience one of the best facilitators/presenters I’ve worked with. Our junior and mid-level managers were engaged the entire day and they are definitely now on-board with our new initiative. He did an exceptional job in framing the issues, and he was able to link it closely with our company’s core values on this topic.

--Dave Maresca
VP, Administration & Business Development
Perfect Plastic Printing
 
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