The chemistry of enthusiasm: How engaged employees create loyal customers

Engaged employees go the extra mile to deliver. Their enthusiasm rubs off on other employees and on customers. They provide better experiences for customers, approach the job with energy-which enhances productivity-and come up with creative product, process and service improvements. They remain with their employer for longer tenures, which reduces turnover and its related costs. In turn, they create passionate customers who buy more, stay longer and tell their friends-generating sustainable growth.

As a result, over seven years, companies with highly engaged workers grew revenues two and a half times as much as those with low engagement levels. And stocks of companies with a high-trust work environment outperformed market indexes by a factor of three from 1997 through 2011.

This article provides in-depth insights into how employee engagement impacts on the bottom line and how your organisation can improve performance as a result.