The reason I think employee engagement is so important is that it is the only way to consistently create great experiences for your external customers.
I have found that employees become most engaged when they are put in a position to win when it comes to serving a guest or internal customer.
If you are a leader and you want your work group to act in the best interest of the organization and its customers, then it is important to align those interests with what your employees most want and value.
What we have learned is that all employees want the truth from senior leaders, and skills that will help them serve customers and become more marketable personally.
I guarantee that if you focus on these two keys your results will be awesome!