Last updated: November 2016
Price: £416.67 (excluding VAT)
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.
(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