December 17, 2014

New Research from Answers™ Establishes Quantifiable Link Between Retail Employee Engagement, Customer Satisfaction and Sales


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Data-Driven Analysis of the Retail Ecosystem to Be Unveiled at the NRF’s “Retail’s BIG Show,” January 11-13 in New York City

ANN ARBOR, MI (December 17, 2014)—Answers Corporation, a premier provider of cloud-based voice of the customer solutions and owner of the leading Internet brand, today announced that it will debut research that offers quantifiable proof of the causal relationship between retail store employee engagement and customer satisfaction.  The full findings will be presented by Eric Feinberg, Senior Director, Product Strategy for Answers Cloud Services, at the National Retail Federation’s (NRF) Annual Convention & EXPO, nicknamed “Retail’s BIG Show,” on January 11th and January 13th at 10:15 am.

These new data-driven findings on engagement within the retail ecosystem are the product of the ForeSee analytical engine, a proprietary framework that gauges and links the drivers behind both employee and customer satisfaction, to predict the impact the combined experiences may have on a retailer’s bottom line. An offering within Answers’ integrated suite of enterprise cloud solutions, ForeSee is a pioneer and global leader in technology-driven experience analytics.

“It’s generally understood that happy employees lead to happy customers, which in turn can lead to happy retailers from a financial perspective, but Answers is leading the way in applying causal modeling to evaluate the path between those distinct elements,” said Feinberg. “While we focused on the store-based retail sector for this initial examination, our linkage analysis can be applied to any business, across any industry, as long as its success is predicated on motivating customer-facing employees to drive bottom-line results.”

The research takes a methodological approach to measuring employee engagement via Answers’ new Employee Experience product, as well as the customer experience through its multichannel analytics platform. Using its patented predictive framework, Answers is subsequently able to calculate the impact score of the effect of employee engagement on customer satisfaction.

During his BIG !deas session at NRF, Feinberg will share:

  • key data points illustrating the impact employee engagement has on customer satisfaction;
  • lessons on how retailers can make meaningful improvements to both employee and customer experiences; and
  • an examination of leading retailers and their distinct critical path analysis, putting a spotlight on the best-in-class, retail brands that fall in line, and notable outliers in delivering on employee-customer engagement.

To learn more about the link between employee engagement, customer satisfaction and the bottom line, please attend one of the two presentations at NRF or visit the Answers booth #4031 during the show.

About Answers Corporation

Answers’ mission is to empower consumers, brands and organizations by connecting them with the information they need to make more-informed decisions. The Answers Voice of the Customer Platform leverages the sizable reach of the top-10 Internet brand (source: Quantcast), along with leading cloud-based solutions from ForeSee, Webcollage and ResellerRatings, to enable businesses and organizations to engage with customers at every interaction point, drive investment decisions from customer insights and deliver content that powers the customer experience. Answers is headquartered in St. Louis with offices in Ann Arbor, New York City, Silicon Valley, Cleveland, London, Vancouver and Tel Aviv. For Answers, visit is a registered trademark of Answers Corporation in the United States and in jurisdictions throughout the world. All other trademarks, trade names or service marks used or mentioned herein belong to their respective owners.

About the Author

As a pioneer in customer experience analytics, Verint delivers superior technology and proven methodology to connect the customer experience to the bottom line. The result is better business for companies and a better experience for consumers.

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