Business leaders intuitively know that an engaged workforce is vital for business performance, but many find it challenging to tie employee engagement to business performance metrics. This study shows the relationship between employee relations, customer relations and business performance and provide convincing results that engaged employees increase both customer loyalty and profitability.
In this study we answer the following questions:
- How are internal employee relations linked to customer relations, and how do they affect business performance?
- What are the underlying drivers of the internal and external relations in an organization?
- How can companies use this knowledge to prioritize and improve these drivers in order to improve customer loyalty and business performance?