Want Happy Customers? Make Your Employees Happy — An Introduction

Posted April 15, 2020 | Leadership | Amplify
Robert Scott
While often neglected, initiatives aimed at improv­ing the employee experience can have an immediate and positive impact on customer satisfaction and, ultimately, the bottom line. Customer experiences do not just happen; they are the direct results of activ­ities by the employees with whom customers come in contact. What can companies do to increase employee engagement in order to increase customer satisfaction and, ultimately, business results?
About The Author
Robert Scott
Robert D. Scott is a Fellow of Cutter Consortium and a member of Arthur D. Little's AMP open consulting network. Mr. Scott also serves as Dean for the Global Institute for Professional Development of the IT Senior Management Forum (ITSMF). In this capacity, he leads the professional development arm of ITSMF, stewarding the development of Black IT senior managers and executives as well as providing diversity-related training for organizations. Mr… Read More
Don’t have a login? Make one! It’s free and gives you access to all Cutter research.