Customer Experience Leadership Requires Engaged Employees
Posted: March 17, 2014 Filed under: Customer Experience, Customer Service, Employee Engagement, Leadership, Uncategorized | Tags: Bruce Temkin, cx Leave a comment
One of the Six Laws of Customer Experience is “Unengaged employees don’t create engaged customers.” That’s why Employee Engagement is one of Temkin Group’s four customer experience core competencies. To help make this point very clear, I tapped into the data from our upcoming report, Employee Engagement Benchmark Study, 2014 (see last year’s report).
As you can see in the following chart with data from more than 5,000 full time employees in the U.S., customer experience leaders have significantly more engaged employees than do customer experience laggards. When compared with companies that have CX worse than their competitors, companies with significantly better CX have 3.5 times as many highly engaged employees and less than 1/4 as many disengaged employees.
The bottom line: To sustain great CX, you must have engaged employees.
Optimizing Healing Healthcare 