How are Employee Engagement and Customer Satisfaction Measured?

Duration: 60 Minutes
There is a distinct connection and it can be measured between Employee Engagement and Customer Satisfaction. We will explore the impact of employee engagement on individuals and organizations; focusing on the connection between levels of employee engagement inside organizations and the experiences of customers those organizations are serving.
Employee Engagement and Customer Satisfaction
Instructor: David Rohlander
Product ID: 507528
Objectives of the Presentation
  • Why employee engagement and customer satisfaction matters?
  • If organizations better engage and enable their employees, how quickly can they expect to see gains in customer satisfaction and sales?
  • To what extent do more positive customer outcomes also reinforce employee engagement levels?
  • How companies must plan, socialize, and reinforce engagement in ways that drive improved customer experience outcomes
  • What to do when your customers are your coworkers?
  • How internal social activity can sustain and deepen employee engagement initiatives?
Why Should you Attend
Delivering a great customer experience requires employee 'commitment' over and above 'satisfaction' to the organization. Many studies support the alignment of Employee Engagement and profits, employee retention, absenteeism and turnover, sales and customer satisfaction. This webinar will guide you how the engagement strategies are influenced for sustaining more successful culture transformation efforts.

Areas Covered
  • Understand the connection between employee engagement and customer satisfaction
  • Correlation between more engaged employees and better performance on business and customer metrics
  • Engaging noncustomer-facing employees in the process
  • Insights that can help you build a stronger business case for engaging and enabling employees and maximize the return on your investments
  • Best Practices that leverage employee engagement to provide better customer experience
  • Many more examples and recommendations on how to sustain customer experience focus through employee engagement
Who will Benefit
  • CEO's
  • Presidents
  • Managers
  • Supervisors
  • Senior Management
  • Sales Managers
  • HR Managers
  • Line Manager
$300
Recorded Session for one participant
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Live Session - How it works
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  • Presentation handouts in Downloadable PDF format will be updated on your OCP Account 24 hours prior to the live session
  • Login to the audio conference on the scheduled date and time
  • Get answers to your queries through interactive Q&A sessions via chat at the end of the session
  • Download the Certificate of Attendance and Purchase Invoice from your OCP Account 24 hours after the completion of the session
  • Please let us know your thoughts and views at the end of the webinar, your valuable feedback will help us improve
Recorded Session - How it works
  • Login to onlinecompliancepanel with your registered username and password https://www.onlinecompliancepanel.com/login
  • Upon purchase of the recorded session a link will be updated on your OCP Account within 24 hours
  • Please click on the link to access the Recorded Session
  • Presentation handouts in downloadable PDF format will be updated on your OCP Account within 24 hours of the purchase of the product
  • Download the Certificate of Attendance and Purchase Invoice from your OCP Account after 48 hours of the product Purchase
  • Please share your valuable Feedback at the end of the session
Instructor Profile:
David Rohlander is an internationally recognized speaker, author and executive coach. He has coached executives from Fortune 500 companies, mid-sized companies and government organizations, with a specialty of working with CEOs.

After serving in the US Air Force as a combat fighter pilot and completing an MBA in finance, David joined Merrill Lynch. At Merrill he became a Regional Manager and member of the firm's Management Advisory Council. In 1979 David founded his own company to provide consulting, training, speaking and coaching services for clients including TRW, Honeywell, and Nestle. David has been an adjunct professor at several universities. He did post graduate work with Peter Drucker at Claremont Graduate University, became certified on Situational Leadership with Dr. Paul Hersey and received a BA in History and Literature from Westmont College.

David's passion is helping executives create a masterpiece personally and professionally. That's why he wrote, "The CEO Code," a Best Seller on AMAZON. That success resulted in Penguin/Alpha Books asking David to write "IDIOT'S GUIDES: Management Skills" released in December 2014.

David has "been there & done that" in the military, academia and business. His experience and expertise enable him to deliver for you:

IMPACT - When you survive bullets and missiles on 208 combat missions as a USAF fighter pilot it gives you an edge, a focus and a "can do" attitude.

RELEVANCE - Understanding people comes from knowledge, (MBA in Finance, grad work with Peter Drucker and years of university teaching.) Experience (Merrill Lynch, built three companies and coaching CEOs and executives.) Expertise (perpetual student, disciplined listener and professional speaking for over 30 years + lots of practice.)

RESULTS - 85% of David's new business comes from referrals. There is no higher tribute a client can give than to refer a friend or colleague. He is dedicated to getting you great results and believes that is the best marketing he could possibly do.
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