In 1998, an academic team of measurement experts joined to study the relationships among the elements of an engaged employee culture that consistently contribute to high-performing work units.

Defined and validated a structural model of the direct and indirect links between manager
    talent, employee engagement, customer satisfaction, customer retention and profitability

Talent Linkage Model initially validated within the healthcare industry, and cross-validated
    in the financial services industry



The study found that the relationship talent of the unit supervisor accounts for 40% of the variance in customer retention and unit profitability.

Building on 30 years of research science, these findings were used to develop performance-based Success Models for an engaged work culture: TalentMine^®.