Employee Engagement VS. Customer  Loyalty

According to a recent report conducted by Best Practices, there is a recognizable link between employee engagement and customer loyalty - specifically, companies that engage employees show gains in customer loyalty and satisfaction. Among the findings:

  • Development Dimensions International data from a Fortune 100 manufacturing client shows a dramatic 1000% increase in errors among disengaged vs. engaged employee populations;
  • 75% of high-performing companies hold managers accountable for engaging their employees; and,
  • Only 35% of the full benchmark class hold managers accountable.

As for the report's communications implications, the PR function's ability to encourage cross-functional teams throughout their organizations helps employees understand the function of all business units as they relate to corporate performance. This knowledge can in turn increase the effectiveness of employees' interaction with the customers they serve, thus impacting both employee engagement and customer loyalty.

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