| The Engagement Ring: A Continual Cycle of Engagement between Employees and Customers
We take it as fact that employee satisfaction or engagement impacts the
customer experience and, ultimately, the loyalty or engagement of our customers. What we don’t
necessarily know is how much of an impact it
has and whether or not the relationship goes both
ways.
PeopleMetrics set out to answer these questions through two
independent studies. Responses were collected from
15,000+ employees and customers. Each study included
questions to assess:
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