Customer Loyalty Focus Group Human Resources Loyalty 
Harvard Business Review
OCTOBER 10, 2011
At most companies, the human resources department "owns" and measures engagement. They promptly distribute the scores and verbatim responses to frontline reps and supervisors, who follow up right away with unhappy customers, fixing the problems wherever possible. That's how it's done at Apple stores.
Harvard Business Review
MARCH 31, 2016
The most common approach is to conduct regular surveys or focus groups to determine which aspects of health and wellness are important to employees, and which initiatives are not a good use of time. There are a few simple ways to start doing this. There are a lot of misconceptions about wellness programs out there.
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