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Employee engagement has become a distinctive trait of successful companies in today’s age of the customer. It has proven effective, too, when measured in the workforce with clear links to positive business results and performance outcomes such as customer ratings, profitability, productivity, and turnover.
The opposite is also true. According to a 2012 Global Workforce Study conducted by Towers Watson, “When engagement starts to decline, companies become vulnerable not only to a measurable drop in productivity, but also to poorer customer service and greater rates of absenteeism and turnover.” This drop in productivity and customer service invariably appears downstream in company profit and growth numbers, which makes finding ways to improve engagement levels within a group, location, and organization critical to success.
Forbes identified several key commonalities among the best companies to work for. While a few of the traits naturally extend beyond the scope of customer interaction, the majority of them can easily be centered on the customer and served through an integrated VoC approach. Here at InMoment, we’ve identified four VoC-supported characteristics of high-engagement companies. We proudly use these ourselves and encourage you to do so too:
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