Employee Engagement and Customer Satisfaction: Unpacking the Connection

Duration: 60 Minutes
This session will focus on the connection between Employee Engagement and Customer Satisfaction. There is a distinct connection and it can be measured. We will define Employee Engagement and will also define Customer Satisfaction. Companies should have a strong focus on Employee Engagement, not only to improve Customer Satisfaction, but also to improve their employee retention.
Employee Engagement and Customer Satisfaction
Instructor: Larry D. Hayes
Product ID: 508399
Objectives of the Presentation
  • What aspects of the work environment have the greatest impact on customer experiences?
  • 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?
Why Should you Attend
Employee Engagement has had a lot of discussion in recent years and it flows forward from previously being called Employee Satisfaction. It measures employee 'commitment' over and above 'satisfaction'. It focuses on loyalty and commitment to the organization. In many organizations, their staff is their only asset. Many studies support the alignment of Employee Engagement and profits, employee retention, absenteeism and turnover, sales and customer satisfaction.

Areas Covered
  • Understand Employee Engagement and how it is measured
  • Understand Customer Satisfaction and how it is measured
  • Understand the connection between Employee Engagement and Customer Satisfaction
  • Ways to improve Employee Engagement
  • Learn lessons from high performing companies and their approaches to Employee Engagement
  • Identify implications for Employee Engagement and their customer base
Who will Benefit
  • Senior Management
  • Sales Managers
  • HR Managers
  • Line Manager
  • Senior Leaders
$300
Recorded Session for one participant
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Live Session - How it works
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  • 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
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  • 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:
Larry Hayes, CPC® is an experienced coach and trainer with more than 30 years experience helping people develop themselves to achieve their own and their employers' goals. In the coaching world, Larry was awarded the credential Certified Professional Coach from the International Coach Academy and is a member of the International Coaching Federation. He studied extensively with Harvard University professors Robert Kegan and Lisa Lahey and is certified in their coaching model Immunity To Change, Darden School of Business, U. VA. professors Jack and Carol Weber with whom he studied 360-Degree Feedback coaching, and with Nick Ellse and Mike Lunnon-Wood at Raising the Bar in London, England.

Larry has coached leaders, executives and top performing Financial Advisors in the US and in Europe as an internal coach, and as Master Coach and Coaching Team Head at UBS in the USA where he was responsible for the talent development of others in their coaching organization. During a multi-year assignment at UBS home office in Zürich, Switzerland he was co-facilitator of Senior Leadership Development Programs as part of his role in the leadership development initiative in their Wealth Management and Business Banking Division. Previously, he was First Vice President and Group Manager of Advanced Financial Advisor Development, Team Development and Practice Management at UBS Financial Services, Inc. the US division of UBS.

His 30+ years of experience in the Financial Services Industry include Manager of New Financial Consultant Development at Merrill Lynch & Co. in Plainsboro, NJ and Corporate Training Director at The Ohio Company in Columbus, OH.
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