The Chemistry Of Enthusiasm: How Engaged Employees Create Loyal Customers

In a slow-growth economy, keeping the customers you already have can mean the difference between profit and loss. And as companies battle for loyal customers and return business, some have discovered a most effective weapon – highly engaged employees.

Full Story: http://www.forbes.com/sites/baininsights/2012/08/07/the-chemistry-of-enthusiasm-how-engaged-employees-create-loyal-customers/