2.2. Creating a Winning Culture
The evidence is overwhelming and irrefutable. In hundreds of studies, carried out in thousands of companies, looking at millions of employees, the facts are clear: highly engaged employees are the single greatest driver of customer satisfaction and loyalty, which is in turn the number one driver of organizational profitability and long-term success. Put another way: happy employees lead to happy customers and higher profits. How much higher? The findings range from 104 to 320 percent higher, but no matter how you look at it, taking good care of your employees so that they can take good care of your customers is a brilliant business decision.
Just what is it that creates highly engaged employees? In a word, culture. ...
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