Blog Posts

Ten Laws of Employee Engagement – Law #3

No Comments

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.

View Related Posts:

Leave a Comment

*

 

 

Engagient Multi-Media

Quick Clips on Employee Engagement.

Connect With Engagient

Sign up to receive our Employee Engagement Tips Sheet.
 

Recent posts

Blog

Archives

Quotes

After several years of administering an employee satisfaction survey, our company decided to partner with Engagient to measure employee engagement, which are two very different dynamics. Engagient’s processes are clear, direct, thorough and highly effective in gaining insight into how engaged our employees were, at every level.

The high degree of professionalism exhibited by Engagient’s consultants and their depth of knowledge and understanding of employee engagement is unsurpassed. As a result of our employee engagement survey, we have begun taking measures to re-engage our employees at every level of the organization.

--Claudia H. Snyder, Director of Human Resources
Thomco Insurance
 
  • RSS
  • Twitter
  • Facebook
  • LinkedIn