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Customer loyalty has received a great deal of attention over the last five to ten years. When measured and executed correctly, loyalty management is a powerful strategic tool. What role does employee loyalty play in creating, maintaining, or destroying customer loyalty? Should an organization simply focus on employee loyalty for reasons related to productivity?

This discussion provides a rationale for examining the relationship between these two critical organizational assets. There is not a single answer that fits all situations. This program will help the listener identify their own customer and employee relationship and the fit between the two.