“To win in the marketplace, you must first win in the workplace.”
B.J. Fineman | September 30, 2016
Companies wanting to understand how to better engage their customers often start by brainstorming what an engaged customer looks like, performing brand studies, and assessing digital strategies. While these efforts are important, they’re missing a key step that’s right under their noses: looking at how engaged their employees are.
According to a Sorenson study, organizations in the top 25 percent of employee engagement outperformed their peers in the bottom 25 percent in terms of customer ratings, profitability, and productivity. A Temkin Group study also found that companies excelling in customer engagement have 1.5 times as many engaged employees as companies struggling with customer engagement.