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Loyalty 3.0: How to Revolutionize Customer and Employee Engagement with Big Data and Gamification by Rajat Paharia

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CHAPTER 7Case Studies in Employee Engagement

Throughout this book we’ve talked about the idea that it isn’t just customers who can benefit from Loyalty 3.0 principles but also employees. Businesses know that they need to counter the effects of employee disengagement and that anything they can do to motivate training and development, collaboration, and job performance will have a significant business impact.

In 2000, HBR OnPoint published an article titled, “Putting the Service-Profit Chain to Work,”1 that very clearly articulated the value of employee engagement and loyalty, which I’ll adapt slightly here:

image Employee engagement drives employee satisfaction. ...

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