10 October 2002

The Source of Your Company's Value

Many companies don't understand the key role that their employees play in building customer engagement -- or in destroying relationships

by Glenn Phelps
When companies evaluate their products' or services' features, they fail to look at the most important factor in creating value: people. But Gallup's research reveals that employees' interactions with customers are the dominant influence on those customers' perceptions of value and are key to their future engagement with the company.
Glenn Phelps, Ph.D., is a Senior Consultant with Gallup.
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Empower People, Not Software

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