Customer Satisfaction

Schneider, Benjamin
August 2006
Leadership Excellence Essentials;Aug2006, Vol. 23 Issue 8, p13
The article encourages executives to enhance employee engagement in providing quality customer service. It discusses the relationship of employee engagement with customer satisfaction. It presents the result of the satisfaction level measurement of firms using the American Customer Satisfaction Index (ACSI). It correlates an employee survey results for each company with ACSI score. It describes the difference between employee satisfaction and engagement.


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