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How to Engage Your Employees in Delighting Your Customers

Have you ever had an exceptional customer experience—one that really stood out—and wondered, ‘Why doesn’t that happen all the time?’ The big differentiator usually has to do with a company’s employees and their level of engagement. Thirty years of research indicates that greater employee engagement leads to greater customer loyalty.  But what does customer-centric engagement look like?  And how can companies encourage, support, and nurture it?  This Spotlight provides some guidance.