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The Customer Knows: How employee engagement leads to greater customer satisfaction and loyalty

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Breakthrough research sponsored by Essilor, O2, United Utilities and YPO which reminds us that in order to prioritise customer service, organisations must also prioritise employee engagement. It’s not easy, but it is worth the focus, time and energy.

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The link between customer and employee engagement needs to be seen not just as a survey or action plan, but as a vital business discipline. Effective employee engagement has become both more central to customer experience and more challenging to achieve.

This research:
(i) Defines employee engagement in a customer service context
(ii) Establishes the link between employee engagement and customer satisfaction
(iii) Identifies the drivers and outputs of employee engagement
(iv) Identifies six essential elements of employee engagement
(v) Concludes with recommendations to help inform and guide the way organisations measure employee engagement


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