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Happy Employees Equal Happy Customers? Well, Yes, But It’s Complicated

Within the chart above is a counter-intuitive truth employee engagement consultants either don’t know or don’t talk about.

Unhappy employees often give great customer service. In fact, the majority of the unhappiest employees say they’ll go to great lengths for their companies’ customers. So do happy employees = happy customers? Well, yes, but the connections are more complicated than commonly assumed.

You can read the particulars in my latest column for Forbes.


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