What‘s Science Got to Do With It? | Customer Experience Is Team Member Experience

Customer Experience University - Winning Loyalty & Engagement One Customer at a Time

This is the first post in a series titled "Customer Experience IS Team Member Experience."

As much as I am a people person, I worry that some human-focused leaders and consultants veer a bit too far away from research and data when it comes to understanding team member and customer behaviors. Amid extreme staffing challenges, I have read and heard a lot of employment guidance that runs in opposition to the science behind employee engagement.

So, what is known about employee engagement (also referred to as role, personal, work, job, or organizational engagement)? Which widespread claims about employee engagement, or EE for short, are supported by research and which are not?