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