Remove 2006 Remove Customer advocacy Remove Customer Experience
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“U.S. Employee Engagement Reaches Three-Year High.” Where Customer Experience and Value Delivery Are Concerned, Shouldn’t We Ask: ‘So What?’

Beyond Philosophy

‘Employee engagement’ has many meanings and interpretations, but relatively little of it has to do, by conceptual definition, specifically with impact on customer behavior. Typically, there is little or no mention/inclusion of ‘customer’ or ‘customer focus’ elements either in measurement or analysis of employee engagement.

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CX Initiatives: What if Employees Are Not On Board?

Beyond Philosophy

Engagement is principally about fit, alignment, and productivity; so, more is needed to optimize customer experience. Also, there is a direct connection between a company’s employee experience and the Customer Experience they deliver on a company’s behalf.