Michael Vermillion, Senior Managing Director at J.D. Power, was invited to share his insights as part of the CEMA (Corporate Event Marketing Association) Educational Series about how engaged employees deliver a better customer experience and create profitable outcomes for organizations.
Great customer experiences are driven by engaged teams, an important foundation that many brands are not taking the time to develop and grow. According to a Gallup poll, disengaged employees cost the world economy $7.8 trillion in lost productivity. While the pandemic accelerated the prevalence of disengagement, some amount of indifference between employees and their work or organization has always been present. With 73% of employees sharing that they are actively thinking about quitting their current jobs (according to a report from Joblist), business leaders need to learn how to create work environments that create empowered and motivated team members.
Year after year J.D. Power has seen the same companies outperform the competition. Our research shows that these high-performing companies combine Voice of the Employee and Voice of the Customer insights to embrace change, empower teams, and create outstanding customer experiences.
Watch this on-demand webinar.
Specific topics discussed include:
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