Minding the Gap—between employee engagement and customer experience

Think about it. When was the last time you felt you came away having just had a great customer experience—after dealing with an employee that appeared to act as if they could have cared less about you, what you were buying, or your satisfaction with the experience and the interaction? Allow me to answer that one for myself; Never.  And how likely are you or I to reward such experiences by making additional purchases or recommending that business to others?  Unless dealing with a government agency where there is no such alternative, the answer again is…Never.