Employee pride in their work has declined significantly since 2020, with industries like transportation, tech, and government seeing the sharpest drops. This detachment threatens customer satisfaction, though the American Consumer Satisfaction Index remains near record highs.
To bridge the gap, organizations should prioritize customer feedback, realign employees with their mission, and explore AI-driven customer service improvements. Studies show that teams actively discussing customer needs and using AI tools report higher service quality and employee pride.
By fostering customer-centric cultures and leveraging new technologies, businesses can counteract employee disengagement, strengthen customer relationships, and drive long-term success.
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