The Link between Employee Engagement & Customer Experience
Employee Engagement is more powerful than Chemotherapy and Viagra. Yes, you heard me correctly.
In an article by Kevin Kruse, author of We: How to Increase Performance and Profits through Full Engagement, he discusses how an important study published in the Journal of Occupational and Organizational Psychology shows convincingly that commitment to a company has a larger influence on business performance than vice versa.
The study also looked at the size of the effect (i.e., the strength of engagement) on customer satisfaction.
To put this effect size into perspective for everyday practitioners, it can be compared to the effect sizes of many drugs as reported in the journal, American Psychologist:
- Chemotherapy and breast cancer survival: r = .03
- Antibiotics and the cure for pediatric ear pain: r = .08
- Smoking and incidence of lung cancer within 25 years: r = .08
- Effect of ibuprofen on pain reduction: r = .14
- Alcohol and aggressive behavior: r = .23
- Sleeping pills and improvement in insomnia: r = .30
- Viagra and improved male sexual functioning: r = .38
- Employee engagement and customer satisfaction: r = .43
Employee Engagement has a larger impact on customer satisfaction than Viagra has on…
Ok, now that I have your attention.
There is more evidence, a Northwestern University study found “a direct link between employee satisfaction and customer satisfaction, and between customer satisfaction and improved financial performance.”
This finding is consistent with Glassdoor’s report stating:
Since 2009, a portfolio of Fortune’s “Best Companies to Work For” companies outperformed the S&P 500 by 84%, while a similar portfolio of Glassdoor’s “Best Places to Work” outperformed the overall market by 115%.
THERE IS EXHAUSTIVE RESEARCH, DATA AND EVIDENCE. Here are another 30+ studies that all support the same message.
If you treat your employees well, your customers will be happier, your business performance will be higher.
Or if you like pictures, try this:
**So, why (the f*&$) have we not yet aligned the customer and employee experience?
Which companies are aligning customer and employee experience well? Southwest Airlines, Zappos, who else?
If you are perplexed like I am as to why businesses are not taking this data more seriously. Then let’s talk. Or even better, let’s get together and figure out what we can do about it.
I scoured the internet and my network for events on the topic and found NONE. So, I called up some of the best people to talk on the subject, have personally sent out over 200 invites to top customer experience and employee experience professionals. And I’d like to invite you to join us also.
I’m on a quest to fix this problem And help create more connection and alignment between customer and employee experience. See you there?
Who will be there?
Previous events have had attendees from:
Subject Matter Experts & Speakers:
Regina Amundson, Vice President of Customer Experience at Mosaic
Lyla Sultan, Employer Branding & Recruitment Marketing at Salesforce
Eric Ullman, Senior Customer Experience Improvement Leader at Adobe
+ A surprise guest!
..and Me — Vanessa Shaw, Founder of Human Side of Tech — and evenings Facilitator and host
Seats and registration is limited. Get your ticket before registration closes.
Linking Organizational Characteristics to Employee Attitudes and Behavior: A Look at the Downstream Effects on Market Response and Financial Performance.
Employee Engagement, The Wonder Drug for Customer Satisfaction [Forbes]