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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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