eBook: From Employee Engagement to Customer Empowerment
Employee engagement and customer engagement are different, right?
Wrong. They overlap - and the common ground is the customer experience. A positive CX stems from a positive environment within your organisation, known as a "service climate". Employee happiness depends not on what the company says, but what it does, with a direct impact on CX and business performance.
This paper explores research by Professor Moira Clark of the Henley Centre for Customer Management looking at:
The link between employee engagement and business performance, using proven statistical methods
Why the relationships betweeen your people can be the source of your competitive advantage
The benefits of treating the Frontline as the top of your organisation
How to use the "service climate" to improve your service
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"Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients." Sir Richard Branson