Engagement is never static. It flows like a dance. The movement of each person offers subtle guidance to the other about the shared direction in which they head. They are tuned into one another, playing of each other as the conversation moves in a shared direction. In the way a dancer subtly guide his partner with a nudge on the back, people who are engaged with each other lead one another in ways that feel like appropriate suggestion and welcome ideas.
A costumer may not notice if your product is better (but will notice if it’s worse).
A costumer will notice if you engage with her.
That being said – engaged employees will and have always assured us of excellent guest satisfaction – so never let a day go by without a touch that can engage your team that little bit more.