This is a question that my fellow bloggers love to debate – do you focus on customers to drive change, or prioritize employee engagement to develop a sustainable customer-focused culture?
This continues my review of the 2013 Temkin Award Winners and how they match the Heart of the Customer model. As I reviewed the award winners, it quickly becomes obvious that this really isn’t an either/or question. Both are critical to success. Let’s look at how three award winners drive both employee and customer engagement. Read more