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Engaged employees = Engaged customers = Better financial performance.  Right?  Well, not exactly.  It’s a little more complicated than that.  While there is a definite statistical linkage between these three measures, it’s not linear.

The researchers at Gallup first identified this about seven years ago when they started to look more closely into the performance of a retail store chain where they had employee engagement scores, customer engagement scores, and financial performance measures for individual locations.

Conventional wisdom would have predicted that the stores with the highest employee engagement scores would also be the ones with the highest customer engagement scores and subsequently, the best financial performance, but that wasn’t the case.

Instead, what they found was that the stores that scored in the top half of both employee engagement and customer engagement were the ones that performed the best.  It was the dual focus on meeting employee and…

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