Employee engagement does have a direct and measurable relationship to, and impact on, customer engagement. But the ways in which employee and customer engagement interact to enhance an organization’s financial vigor are more complex than a simple linear chain of factors. This is because the combined impact of engaging an organization’s employees and customers simultaneously is substantially greater than the effects of engaging employees or customers separately. Employee engagement and customer engagement interact to drive even higher levels of financial performance.
In fact, “optimized” teams within an organization, those that are in the top 50% of teams on both employee and customer engagement, generate a 240% boost in financial performance compared with teams that fail to engage their employees and their customers.
Contrary to popular wisdom, our emotional traits are in fact quite predictable, and it is this long-ignored aspect of employee-customer relations that holds the key to superior performance and long-term growth.