Employee engagement a critical ingredient for successful customer relationships

The relationship between employee engagement and customer satisfaction has been well established across a variety of sectors, with the link between the two twice as strong when employee satisfaction is particularly high. This connection is especially important where customers rely heavily on customer service personnel to help them through emotionally charged experiences. 

Making sure that employees stay engaged is a critical ingredient for building and maintaining successful customer relationships in competitive industries. In turn, customers who are more satisfied, tend to stay with providers for longer, are more likely to purchase additional services and provide more referral business. 

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