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Office Hours: Engaged Employees Lead to Happier Customers

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Office Hours: Engaged Employees Lead to Happier Customers

Cornerstone Editors

NOVEMBER 22, 2017

This post is part of our biweekly "Office Hours" video series, featuring quick career, workplace and leadership tips from talent management experts and business leaders across the globe.

In a 2016 study, Temkin Group found that employee engagement correlates with customer satisfaction, but 87 percent of employees worldwide are not engaged in the workplace. For the health of your business, the employee experience needs to improve.

Coley O'Brien, VP of HR and field capability at Wendy's, firmly believes in this connection. Restaurant managers, for example, should be empowered to invest in workplace culture and set clear expectations for employees, he says. And those that do so reap the rewards.

In this video, O'Brien explains why employees whose managers care about culture and coaching consistently perform better when it comes to customer satisfaction, customer retention and sales.

Photo: Creative Commons

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