Officials at Ford Motor Company strongly believe that high employee engagement is the key to customer engagement. Focusing on that premise as its CX framework has helped Ford significantly improve its level of employee engagement, customer engagement and, as a result, brand loyalty.
“Customer engagement will never be higher than employee engagement,” Andrew Ashman, Lincoln Client Experience Manager, Ford Motor Company said during his session, “Beyond Satisfaction: Ford’s Pursuit of Loyalty,” at the 4th Annual....