Example
Probably the most compelling example of this is the service-profit chain. The first real case study of this appeared in "The Service Profit Chain" (the so-called Sears Model, Harvard Business Review, 1997). This statistical model tracks increases in employee “engagement drivers” to correlated increases in customer satisfaction and loyalty, and then correlates this to increases in total shareholder return (TSR), revenue and other financial performance measures.
Since the service-profit chain emerged, it’s been developed, and criticized, but the general consensus is that employee engagement can contribute roughly 20% to an organization’s TSR (various Vivaldi, Watson Wyatt, Towers Perrin studies 2004, 2005, 2006).
Read more about this topic: Brand Engagement
Famous quotes containing the word example:
“Our intellect is not the most subtle, the most powerful, the most appropriate, instrument for revealing the truth. It is life that, little by little, example by example, permits us to see that what is most important to our heart, or to our mind, is learned not by reasoning but through other agencies. Then it is that the intellect, observing their superiority, abdicates its control to them upon reasoned grounds and agrees to become their collaborator and lackey.”
—Marcel Proust (1871–1922)