Engaged Employees VS Engaged Customers

On a recent project I discovered something that is the anti-research.

Gallop, Hewitt, Blessing White and many other consulting soothsayers claim that when workers are engaged, the results are high performance and greater profitability. They sell you their employee engagement program for huge bucks and you, (and they) pray that their work will bring you immeasurable wealth, happy smiling employees and all will be groovy.

We found just the opposite. An organization with high scores in engagement, great managers, low employee turnover, yet they were still losing customers, losing market share, all with a great product.

We discovered that the process in which they were delivering their goods and services to the customer were "messed up". In fact there was no process in place so everyone did their own thing. No data as to what the customers really cared about; or what happens at their "touch points."
Moral of the story-employee engagement is but a state of mind that seems to be a prerequisite for having "engaged customers."- the end game for business growth. Maybe there's a lot more to this engagement "stuff" than just the propaganda from these consulting soothsayers.