"To win in the marketplace you must first win in the workplace." - Doug Conant

1. Employee Engagement
Customer Experience - Doug Conant
"To win in the marketplace you
must first win in the workplace."

2. Employee appreciation
leads to engagement,
which leads to improved
customer experience and
better business outcomes.

3. For Example…

4. On a recent trip, one of our
colleagues chose to stay in a
budget-friendly hotel.

5. Unfortunately, the
experience fell short of even
his low expectations.

6. Upon arrival, he found that
the room itself was
unpleasant, including a bad
smell, ants in the bathtub,
and more.

7. Grudgingly, the duty manager
agreed to send the housekeeping
team – in the morning.

8. The next day, our colleague
received an email asking, “How
likely are you to recommend us?”

9. Over the next few days, his
interactions with hotel staff
continued to bring down their NPS.
A little investigation, however,
revealed that employees were
disgruntled due to numerous
internal issues.

10. Employee
Engagement:
The Silver Bullet?

11. Because of the work we do at
SoGoSurvey, we’re very aware of
the connection between
employee engagement and
customer satisfaction.

12. Although there are many variables
in business success, one consistent
element is always true:
Happier employees lead to
happier customers.

13. Customer
Satisfaction:
It’s a Commitment

14. If management prioritized
employee experience, how would
customer experience have been
impacted?

15. SoGoSurvey helps our clients
collect employee data, then
analyze results to identify real
opportunities for improvement
that impact employees and
customers.

16. Real employee engagement and
customer satisfaction require a
sustained commitment –
A Feedback Lifestyle.

17. It’s your data, and it’s up to
you to take action.

18. Read the full blog, then share your thoughts! Employee Engagement Can Make or Break
Customer Experience

19. SoGoSurvey.com
@SoGoSurvey