Engaged Employees Directly Improve Customer Service and the Bottom Line

Oct. 14, 2014 - PRLog -- Proclaiming that a “culture of customer care does not just happen,” the Performance Improvement Council (http://www.thepicnow.org/) (PIC) of the Incentive Marketing Association (http://www.incentivemarketing.org/) (IMA) underscores the strong connection between fostering a culture of engagement and providing good customer service in a new white paper entitled, “Engaged Employees Provide Better Customer Service – Appreciating employees can make a difference to your bottom line.” (http://c.ymcdn.com/sites/www.thepicnow.org/resource/resmgr/Docs/EngagedEmployees_September20.pdf)

“We know from a variety of sources and studies that companies with high levels of engagement have better customer satisfaction scores. This paper connects recognition, employee engagement and customer satisfaction to bottom line results,” according to PIC President Beau Ballin, who is also director of marketing for Motivaction.

According to the paper’s author, PIC member Mark Prine, who is VP of major accounts at USMotivation, “The paper points out that using incentives and rewards helps to promote a company culture of recognition that leads to deeper employee loyalty and, ultimately, increases customer loyalty through positive interaction.”

The paper concludes that engaged employees are more likely to “go the extra mile and ensure the customer has the best possible experience” and that “delighted customers” are “10 to 30 percent more loyal”—improving the bottom line. To read the complete paper, visit www.thepicnow.org and click on the link on the home page.

The Performance Improvement Council (PIC) is a strategic industry group within the Incentive Marketing Association. Its purpose is to create a forum to define and develop the common interests of companies of the full-service Performance Improvement segment of the Incentive Industry. More information is available at  www.thepicnow.org.

Business improves when employees and customers are recognized, rewarded, and engaged through effectively structured programs with defined goals and proven returns. The Incentive Marketing Association (IMA) is comprised of the companies who are leaders in the incentive industry.  IMA provides education, resources and research to promote the use of incentive programs to the business community and is the umbrella organization for the Global Incentive Council (GIC), the Incentive Gift Card Council (IGCC), the Incentive Manufacturers & Representatives Alliance (IMRA), the Incentive Travel Council, the Performance Improvement Council, the Recognition Council, IMA-Australia Council, IMA-Canada Council and IMA-Europe Council. More information about IMA and the incentive marketplace is available at http://www.incentivemarketing.org/.