INSIGHT 57
THE LINK BETWEEN CUSTOMER EXPERIENCE AND EMPLOYEE ENGAGEMENT
Use this to understand that high employee engagement underpins great customer experience and what indicators you can use to better understand how engaged your workforce is.
Designing and delivering great service and a great customer experience is not just about technology, process and systems – it’s also about people. Not people that come to work and just clock-in and then clock-out, but people that care about what they do, care about their customers and care about what their company stands for.
These are the engaged.
However, research5 by Gallup in 2012 found that only 30% of all employees in the US, only 17% in the UK and, on average, only 13% of employees worldwide ...
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