What does my customer’s experience have to do with employee engagement?

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 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 it.  So if any part of your business proposition involves creating exceptional customer experiences, the best place to begin is with your staff.

What does my customer’s experience have to do with employee engagement?
 

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Engagient has a unique ability to tap into the intellectual process in understanding why and how you fully engage employees.

What we learned now serves as the foundation of many meaningful discussions around fully engaging our employees in achieving our mission and vision. It has also given us a common language that everyone can relate to and use across our entire organization.

The Engagient team is the best.

--Clayton Fitzhugh, CEO
Catholic Health East
 
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