Let’s be real—if your employees are checked out, your customers will feel it. And guess what? They’ll check out too.
Research I’ve read recently shows that employees’ pride in their work has dropped by eight percentage points, from 36% to 28%, since 2020. That’s huge. And it’s no coincidence that customer satisfaction is taking a hit at the same time.
You don’t need a fancy study to tell you that disengaged employees won’t deliver five-star service. But here’s the good news: businesses that actually care about their people can turn things around.
So, how do we fix this mess?
Listen to employees (like, actually listen)
We love sending out customer surveys and obsessing over Net Promoter Scores, but how often do we check in with our teams? If your employees feel unheard, stuck, or undervalued, it will show—especially in the way they treat customers. Want engaged employees? Start by making sure they have a voice (and that you do something with their feedback).
Give people a reason to care
Nobody jumps out of bed excited to hit meaningless KPIs. People want to know that their work matters. They want to see how their efforts make a difference—not just to the company’s bottom line, but to customers, communities, and the bigger picture. If your employees are just “clocking in and out,” that’s on you. Help them see the impact of their work, and they’ll bring their best selves to it.
Tech should help, not hinder
AI and automation can be game changers, but only if they’re used right. No one wants to fight with clunky systems or be replaced by a chatbot. The best companies use tech to support employees, giving them more time to focus on meaningful customer interactions—not to make their jobs harder.
Sort out work-life balance (burnout is bad for business)
An exhausted employee isn’t going to deliver exceptional service. If your team is running on empty, customer experience will suffer. It’s that simple. Companies that prioritize well-being, flexibility, and a culture of respect don’t just have happier employees—they have happier customers too.
Bottom line?
If you want loyal, satisfied customers, start with your employees. The best customer experience comes from people who feel valued, energized, and connected to what they do.
So, let’s stop treating employee engagement like a nice-to-have and start seeing it for what it is—a business essential.
Now, who’s ready to shake things up?
Love,
Amanda