The link between customer experience and employee engagement: More art than science

photo credit: canonsnapper A couple of days ago I was asked to go and speak to a large financial services firm about engagement, both customer engagement and employee engagement and the link between the two of them. What was and is interesting is the rising consciousness amongst many firms of how connected employee engagement is to delivering a great customer experience, customer service, retention, loyalty and, thus sustainable business performance. Moreover, Bruce Temkin in a recent blog post (Discussing 13

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