Employee engagement directly impacts customer engagement. When employees are engaged, they’re more likely to be productive and deliver high-quality service, improving customer satisfaction. A Gallup poll found that companies with engaged employees outperformed those without by 202%. Additionally, companies with high employee engagement reported 22% higher productivity.
Engaged employees are more likely to stay with their companies, reducing turnover and recruitment costs. They are also more likely to become brand advocates, promoting their company’s products and services.
On the other hand, disengaged employees can have a negative effect on customer engagement. They’re less likely to go the extra mile for customers, which can lead to poor customer experiences.
To improve employee engagement, companies can focus on building strong relationships, providing meaningful work, and recognising employee contributions. Offering opportunities for growth and development can also help to keep employees engaged.
In conclusion, employee engagement is a key factor in customer engagement. Companies that prioritise employee engagement can expect to see improved customer satisfaction, productivity, and profitability.
Go to source article: http://blog.accessdevelopment.com/index.php/2014/03/employee-engagement-customer-engagement