Engaged employees contribute to the bottom line. As their engagement is reflected in their service to customers, they are helping to create more loyal customers. Highly engaged customers buy more products, refer potential customers to a company, stay longer and give more feedback, which, in turn, gives companies the opportunity to address issues and concerns and preserve potentially lost revenue.

There is a direct connection between employee engagement and customer engagement, otherwise known as “The Spillover Effect”. In this blog post, Dr. Gary Rhoads, Allegiance Loyalty and Engagement Expert, discusses this link, and some research that shows why and how the work environment, combined with employee attitudes, can have a significant impact on a customer’s perception of quality.