Building Unbreakable Connections: The Secrets To Employee And Customer Engagement

Forbes Business

by Shep Hyken, Contributor

February 26, 2026

AI-Generated Deep Dive Summary

Building Unbreakable Connections: The Secrets To Employee And Customer Engagement Employee engagement is a cornerstone of successful business operations, directly impacting customer satisfaction and loyalty. Companies that foster a strong internal culture see higher revenue, lower turnover rates, and more fulfilled employees, which in turn enhances customer experiences. Stephen Baer, author of *Stickology*, emphasizes the interconnectedness of internal and external engagement, explaining that how employees are treated influences how they interact with customers. Baer draws a distinction between connection and engagement using the metaphor of Velcro versus glue. While connections can be easily formed and severed, true engagement requires time and effort to build lasting bonds. This principle applies to both employees and customers, highlighting the importance of trust and confidence in creating meaningful relationships. Personalization is another key factor, but it goes beyond addressing customers by name—it involves genuinely understanding their needs and preferences through attentive interaction. The article also challenges the overreliance on loyalty programs, suggesting that genuine human connections are more impactful than points systems alone. By combining personalized service with employee empowerment, businesses can transform repeat customers into loyal advocates. Baer introduces the concept of the Engagement Virtuous Cycle: when employees feel empowered to solve customer problems and collaborate effectively, it results in a positive feedback loop where satisfied customers drive further investment in employee engagement. Ultimately, disengaged teams create transactional experiences that lack emotional depth. By fostering trust, personalizing interactions, and investing in employee empowerment, businesses can build unbreakable connections with both employees and customers. This approach not only enhances customer loyalty but also creates a more fulfilling work environment, driving long-term business success.

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Originally published on Forbes Business on 2/26/2026