May 2013
Intermediate to advanced
304 pages
5h 49m
English
Throughout this book we’ve talked about the idea that it isn’t just customers who can benefit from Loyalty 3.0 principles but also employees. Businesses know that they need to counter the effects of employee disengagement and that anything they can do to motivate training and development, collaboration, and job performance will have a significant business impact.
In 2000, HBR OnPoint published an article titled, “Putting the Service-Profit Chain to Work,”1 that very clearly articulated the value of employee engagement and loyalty, which I’ll adapt slightly here:
Employee engagement drives employee satisfaction. ...