Employee Engagement = Member Engagement

No surprise here.  When your front lines are more engaged, they deliver a better customer experience.  But how much better?  This recent Forbes article showing research done by Beth Benjamin, Senior Director of Research at Medallia and Fred Reichheld, inventor of Net Promoter System, quantifies just how important this can be. 

Creating a regular feedback loop with all employees and allowing them to offer ways to improve both the member and the employee experience will help guide you to greater frontline engagement.