We all know what it feels like when we experience great service. It's genuine, not scripted. It's personal, not staged. It's unique, not canned. And it's delivered by engaged employees.
A recent Towers Watson survey reports 88% of fully engaged employees believe they can positively impact the quality of their organization's products and services. In great service organizations, leaders believe if they take care of their people, their people will take care of the customer. They trust them to make good business decisions. To do so, they provide customer feedback, financial information, market intelligence and an appropriate level of autonomy to do what's right for the customer.
Highly engaged workforces continuously deliver service that leaves customers coming back for more. Which according to Schlesinger, Heskett and Sasser in The Service Profit Chain drives greater profit. When employees - highly engaged employees - know what customers want, understand costs in their business, appreciate the competitive landscape and believe their leaders support their decisions, service quickly moves from great to memorable.
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