The Ripple Effect: How Employee Engagement Drives Exceptional Customer Experiences

Over the years, I’ve had the privilege of connecting with hundreds of remarkable leaders from around the globe and collaborating with some truly extraordinary organizations. In almost every initial conversation, someone shares their admiration for Disney or recounts a memorable customer experience they've had, expressing a desire to replicate that magic within their own business. While I'm always proud to hear how much people admire our guest service at Disney, I take even greater pride in sharing that our true strength lies in our employee experience. It’s the cornerstone of everything we do, the bedrock of our legendary customer experience. You simply cannot focus on creating exceptional customer experiences if your team is disengaged. Let me share why I believe that employee engagement is the secret sauce behind great customer experiences.

Elevated Customer Interactions

When employees are engaged, their positive attitude naturally extends to their interactions with both colleagues and customers. They arrive at work with a sense of purpose and enthusiasm, creating an environment where collaboration flourishes and customer service excels. I recall dining at a restaurant recently where it was evident the server was having a bad day. Their attitude was curt, and they barely engaged with us beyond taking our order—without writing anything down, I might add. Unsurprisingly, our order arrived completely wrong. That experience left a lasting impression, and unfortunately, it wasn’t a positive one. This encounter underscores the impact an employee's engagement level can have on customer experience. It’s so critical to be in a good head space while getting into work, as everyone, including your guests are watching and it all goes into consideration as they rate your experience.

Enhanced Retention and Stability

Taking care of your employees not only boosts morale but also significantly improves retention rates. High retention rates contribute directly to a better customer experience. With low turnover, you save on the costs and time associated with recruiting, hiring, and training new staff. Moreover, a stable, experienced workforce carries with it a wealth of knowledge and expertise, which translates into superior service for your customers. At Disney, I’m constantly inspired by the many Cast Members who have been with us for 10, 20, 30, 40, and even 50 years. Their deep engagement with our company and their sense of fulfillment are testaments to the culture we’ve built—one that keeps people connected and committed for the long haul.

Fostering Innovation

I often remind leaders that their best ideas walk by them every day in the form of their employees. Unfortunately, these ideas often go unheard when employees are disengaged. The real innovation in any organization comes from the people who are on the front lines—those who drive results and interact directly with your customers. When employees feel connected to the organization and its leadership, they are more likely to share their energy, ideas, and innovative solutions that can propel your business forward. Innovation isn’t born in a boardroom, it’s sparked by engaged employees who feel empowered to contribute.

Building Emotional Connections

At the heart of both employee and customer engagement lies an emotional connection. People want to feel a deep sense of belonging and purpose, which is the foundation of loyalty. For customers, this emotional connection can lead to personalized, empathetic experiences that resonate deeply, fostering long-term loyalty to your brand. This is not just about customer satisfaction—it’s about creating a differentiated experience that sets you apart from the competition. Back to another foodie example, I head to a restaurant in my town once a week usually on Thursday's to celebrate the upcoming weekend. Can I get a better burger somewhere else? Of course, but what I can't get anywhere else is the emotional connection that they've built there by knowing my name, my "usual" order, and asking how things are in my life. I don't experience places like that too often, but when I do, I know they're special. You earn loyalty by building those small connections that may seem insignificant or small. People crave connection!

What To Do as a Leader

To bring everything that’s been discussed to life, it’s on you as a leader. You need to help be the reason your team comes to work energized, excited, and feeling supported. Otherwise you risk having a disengaged team. Here’s a few things you can do to work on engagement in your organization:

1. Recognition: Everyone wants to feel seen and appreciated, take the time to recognize not just the big wins, but small ones as well. This will boost confidence and morale all over the team.
2. Seek and Act on Feedback: Make sure you consistently ask for feedback from your team, but also don’t ask for it if you don’t plan on using it. That can be counterproductive. Make adjustments based on their inputs and include them in decision making processes when possible.
3. Assign Work Based on Strength & Passions: Give your team work that aligns with their interests and strengths, as this will boost productivity and satisfaction in their roles, wanting to bring new ideas to the surface.
4. Autonomy: Nobody likes to be micromanaged. Empower your teams to make decisions pertaining to their work. Having a sense of ownership and control increases engagement and motivation as well as overall work production.

Let’s Collaborate!

One of the greatest joys in my role is meeting with new leaders and sharing how we do things at Disney. The methodologies we use are not just unique to us, they are transferable to any business or industry. I invite you to connect with me, and let’s explore how we can collaborate to bring the magic of engagement and exceptional customer experience to your organization.