Customer focus and employee engagement are two sides of the same coin.
Clearly if your customers are going to be satisfied it takes an engaged workforce that is passionate about their work and holds a strong desire to deliver great experiences.
What we have found to also be true however is that employees become disengaged when they lose meaning in their work. This meaning can only come from recognition and acknowledgment from customers (whether internal or external).
In our work with our clients we have found when increases in customer focus occur (measured with our MRI tool) this is followed by increases in employee engagement (measured with the Gallup Q12 tool).
It is the result of getting on the same page as to the purpose of the business, namely creating customers and the personal satisfaction that comes from doing valued work.
What has your experience been? Does customer focus and employee engagement run in tandem in your company?
