This is a link to a blog by my colleague David Beard. In this article he explores the intersection between the culture of employee engagement, that alignment by staff with a company's goals and aspiration, with the reality of the customer experience. David looks at whether staff know those goals & how are they will be measured, and the involvement the employees have in controlling processes to meet those goals.
Employee engagement - where the rubber hits the...
Talking about Customers - an occasional blog from David Beard about the world of CRM & its enablement within organisationsSage Voices
