The Link Between Customer and Employee Engagement
Increasingly, we are seeing a correlation between engaged employees and customer engagement. Fred Reichheld and Rob Markey examine this in detail in their book, The Ultimate Question 2.0. Among topics discussed in the book is the notion that having frontline employees hear customer feedback is key to creating customer loyalty. When consumers are able to report bad experiences early and have these experiences corrected early, they are more likely to become loyal to the brand.
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