Marketing experts have identified an aspect of HRM that is critical to their discipline. That is employee engagement as that positively impacts customer experience. Motivated employees provide much better service to customers as they own the culture at the organization. Peer-to-peer feedback also improves as newer recruits get positive vibes from the longer serving employees. A perfect example would be Zappos where talent managementis given top importance and employee satisfaction reflects when these people in turn interact with customers in this highly customer-centric industry. Many of the other smaller companies though are not providing due attention to employee engagement.

Source:  http://www.1to1media.com/view.aspx?docid=35723