If you’re wondering why so many employees and customers feel disconnected today, you’re not alone. According to Gallup’s 2024 study, 62% of employees are not engaged, and only 23% feel actively involved in their work. The result? Quiet quitting, loud quitting, and a massive hit to productivity and profitability. But here’s the truth: all business is personal. Whether it’s your team or your customers, relationships—not transactions—are what drive long-term success.
The Real Cost of Disengagement in Business
The numbers don’t lie. Companies with highly engaged employees outperform competitors with 21% higher profitability and 17% higher productivity. But when leaders ignore the personal side of business, those benefits disappear. Employee disengagement is not just a workplace trend—it’s a symptom of broken culture and poor leadership. If leaders want to reverse these trends, they need to start treating team members like humans, not headcounts. When people feel valued, they show up differently.
Customer Experience Proves All Business Is Personal
It’s not just employees. Customers also crave connection. Dr. Joseph Michelli, a bestselling author and customer experience expert, notes that emotionally engaged customers have a 306% higher lifetime value. That’s huge. In one example, he shares how a tire company won his loyalty—not by selling better tires, but by sending friendly reminders about free rotations. A small human touch turned a transaction into trust. That’s what it means when we say all business is personal—even in something as routine as car maintenance.
People-First Leadership Builds Profitable Brands
In today’s world, where automation and AI are everywhere, the most successful businesses are doubling down on human connection. Leaders who put people—employees, customers, and communities—at the center of their strategy are the ones who thrive. From Zappos to Airbnb, companies that lead with empathy and service create loyal advocates, not just buyers. All business is personal because people don’t just remember what you did—they remember how you made them feel.