How Customer Experience Is Directly Linked To Employee Engagement

Join us as we explore the topic with leading experts Jo Causon, CEO of the Institute of Customer Service, David Blackburn, award winning People Director at the FSCS, global research analyst and corporate HR adviser Josh Bersin, author of ‘Monetising the Employee Experience’ Nicholas Wardle as well as Engage for Success founders David MacLeod and Nita Clarke.

Employee engagement is directly linked to the quality of your customers’ experiences, satisfaction and loyalty. That’s what we’ve been told for years. It’s obvious isn’t it, when you think about it. Or is it? Where’s the evidence to support that, and what does it mean for your business?

Do you really know how it is linked? Do you really know why it is linked? Do you know how you can influence the link and maximise the benefits for customers, employees and your wider stakeholders?

For over 10 years now, Engage for Success has championed the focus on employee engagement, espoused the benefits of it and provided resources, evidence and thought-leadership to this important topic. Back in 1997 Jim Heskett, Earl Sasser and Len Schlesinger shared their findings on how leading companies linked profit and growth to customer loyalty, satisfaction and value in the book “The Service Profit Chain”. In that book the underlying message was “Happy Employees = Happy Customers = Happy Shareholders.” A direct link to employee engagement. So, are the findings still true today? How have customers, employees and businesses evolved? What are the lessons we’ve all learned? And exactly what is the link between employee engagement, customer experience and business success?

Learn more by listening to the experiences and evidence shared by our speakers and panel on the day and put your questions to the panel. The event is lead by David MacLeod and Nita Clarke, co-founders of Engage for Success, with a keynote address from Jo Causon, CEO of the Institute of Customer Service, and an interview with Josh Bersin. David, Nita and Jo are also joined on a panel discussion by David Blackburn, award winning People Director at the FSCS and Nicholas Wardle, author of ‘Monetising the Employee Experience’ to explore how successful businesses today are strengthening the link, engaging employees and delighting customers.

Many thanks to Nottingham Trent University who are hosting and supporting this event for Engage for Success.