• Emotional aspects of the employment or service experience

• Functional elements of the employment or service experience

The results shed some light on the connection between employees and customers.

If your Employees Don’t Care, Why Should your Customers?

Findings from the Customer Engagement study provided strong support for the hypothesis that engaged employees create engaged customers. In fact, we found that 75% of what drives Customer Engagement  is emotional with just 25% being explained by the functional

elements, such as: cleanliness, location, quality of products and services, etc. 

And, among the most important of the emotional dimensions is “Engaged Employees.” Customers are more likely to be engaged in the brand and the service experience if the staff they interact with makes the experience fun, enjoys their job and goes above and beyond on the customer’s behalf – all of which are behaviors we see from engaged employees.

A Customer Service Ethic Drives the Engagement of your Top Performers

Based on our Employee Engagement study, we found that the relationship between engaged

employees and customers goes both ways. An organization’s commitment to its customers directly impacts how engaged its employees are.

The number one driver of engagement for top performing employees was found to be Customer Focus. Not recognition, not compensation, not career growth or job opportunities; none of these aspects drive the engagement of high performers as much as the company’s focus on delivering exceptional service to customers. 

The Engagement Ring: What Does it Mean to You?

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