Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy
Companies are fond of saying that employees are their most powerful resource, and in many ways – especially their influence on customer loyalty – that’s been well proven. But, to understand what factors leverage employee behavior, most organizations have historically relied on satisfaction and engagement surveys, typically conducted through HR. However, there is little realization that these traditional research techniques are not remotely designed to identify the often hidden factors behind this behavior. This is particularly true when endeavoring to identify employees’ level of commitment to the company, to its product and/or service value proposition, and to its customers.