Employee Engagement and Customer Satisfaction: Unpacking the Connection

You’ve heard business leaders say it many times:  happy employees lead to happy customers.  Herb Kelleher, founder of Southwest Airlines, observed for instance:  “A motivated employee treats the customer well.  The customer is happy so they keep coming back, which pleases the shareholders. It’s not one of the enduring green mysteries of all time; it is just the way it works.”

In this webcast, we’ll delve into our global employee opinion database and experience with organizations around the world to explore the employee-customer relationship and unpack the connection. 

• What aspects of the work environment have the greatest impact on customer experiences? 
• If organizations better engage and enable their employees, how quickly can they expect to see gains in customer satisfaction and sales? 
• To what extent do more positive customer outcomes also reinforce employee engagement levels? 

You’ll come away with insights that can help you build a stronger business case for engaging and enabling employees and maximize the return on your investments.