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.

In the current economy, there is a very real and growing concern about how to gain and to keep customers. In stressful times such as these, many companies tend to pull away from their customers, and may even cut back on ’satisfaction and loyalty’ programs to try and improve their bottom line. This, unfortunately, is a mistake because it cuts at the very heart of what we all need to be doing during this time – engaging customers to the point that they are willing to ride out tough economic times with us, rather than viewing us as yet another business that really doesn’t care about its customers.