Some things are just meant to go together—like peanut butter and jelly, a toothbrush and toothpaste, or a hammer and nail. The same is true for customer and employee engagement. Before you can truly focus on optimizing customer engagement or improving your customer’s experience, you have to engage with your own employees.
Plenty of research demonstrates a direct correlation between employee engagement and customer loyalty. For example, according to a 2013 Employee....