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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World-Class Employee Engagement

The world's top-performing organizations understand that employee engagement is a force that drives business outcomes and is a leading indicator of financial growth. Beyond the dramatic difference engaged workgroups show in productivity, profitability, safety incidents, and absenteeism, engaged organizations have 2.6 times the growth rate in earnings per share (EPS) compared to organizations with lower engagement in the same industry.

World-Class Employee Engagement will take place at locations across the United States. To learn more about the event or to register, visit the World-Class Employee Engagement page on the Gallup Consulting Web site, or contact Mary Penner-Lovci (212.548.2940), Krista Volzke (402.938.6001), or Amy White (609.279.2233).

For a complete schedule of learning opportunities, visit the Gallup Learning Events page.

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