Companies are realizing that customer engagement is an important goal of customer service and leads to customer satisfaction.
Recent research has shown that employee engagement is key to achieving customer engagement. Only when employees are emotionally and intellectually invested in your company can they engage and delight your customers.
Another striking finding is that employee engagement predicts financial performance more strongly than financial performance predicts employee engagement.
See our infographic for research statistics and steps you can take to engage your employees.
For a good article on the topic, see TMC.net’s No Customer Engagement without Employee Engagement.
Author: Simon Yelsky