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Employee Engagement VS. Customer Loyalty
July 9, 2008
According to a 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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PR News Webinar:
Integrating Your PR & Marketing Efforts
Dec. 4, 2008 | More Info.
On-site Measurement Workshop
New York City
Dec. 10, 2008 | More Info.
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Dec. 11, 2008 | More Info.
PR News Webinar:
Writing for the Web to Optimize Your PR & Overall Messaging
Dec. 17, 2008 | More Info.
Media Relations Forum
Washington, DC
March 10, 2009 | More Info.
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Dec 04 - Digital Communication for the PR Professionals
Dec 05 - Legal PR Awards - Call for Entries
Dec 08 - Youth Power 2008
Dec 11 - The Perfect Pitch: Tactics for winning media coverage everywhere
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