From the course: Service Metrics for Customer Service
Join today to access over 22,600 courses taught by industry experts or purchase this course individually.
Employee engagement
From the course: Service Metrics for Customer Service
Employee engagement
- Jack Welch, former CEO of GE, once concluded there are only three measurements that tell you nearly everything you need to know about your organization's overall performance: employee engagement, customer satisfaction, and cash flow. I believe he's largely right. Let's take a look at the next of the seven aspects of customer service, employee engagement. Employee engagement should be a key metric in all service environments. Research shows that employee engagement influences, even drives customer satisfaction and loyalty. Retention, productivity, quality, they're all strongly and positively correlated with employee engagement. There is also a powerful connection between employee engagement and business results. Research by Gallup reveals a stunning 240% boost in performance-related business outcomes when both customers and employees are engaged. While there's no standard method of calculation for employee satisfaction or engagement, you have some alternatives. One is you can conduct…
Practice while you learn with exercise files
Download the files the instructor uses to teach the course. Follow along and learn by watching, listening and practicing.
Download courses and learn on the go
Watch courses on your mobile device without an internet connection. Download courses using your iOS or Android LinkedIn Learning app.