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Date: 05.14.08
Title: The Employee - Customer Link
Do Happy Employees Really Make Happy Customers?
Guest: Rick Garlick, Director of Consulting and Strategic Implementation, Maritz Research
There is widespread acceptance that energized, engaged employees produce more satisfied, loyal customers. Is it true? Maritz Research recently conducted a poll among employees representing a cross-section of industries to better understand what employees can tell us regarding their role in producing a positive customer experience. While positive employee engagement is necessary, employees provide us with other important insights into the customer experience that are not typically represented in employee opinion surveys.
Join Rick Garlick, Director of Consulting and Strategic Implementation for Maritz Research as he discusses the results of this survey and reveals the complexity of this “happy employee = happy customer” formula.
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