“U.S. Employee Engagement Reaches Three-Year High.” Where Customer Experience and Value Delivery Are Concerned, Shouldn’t We Ask: ‘So What?’
Beyond Philosophy
MARCH 19, 2015
Typically, there is little or no mention/inclusion of ‘customer’ or ‘customer focus’ elements either in measurement or analysis of employee engagement. Though customer experience, and resultant behavior, is impacted by engagement, it is more tangential and inferential than purposeful in nature. Like the “So what?”
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