B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Recent
67%
67% -- likelihood of going above and beyond for customers for Empowered employees (2025)
Empowered employees are 67% more likely to go above and beyond for customers according to Harvard Business Review research.
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Lighthouse Research Team
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Source verified
Evidence graded
Value
67%
Unit
Percentage
Data Vintage
2025
Entity
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
50
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
Harvard Business Review
Primary
Tier C
https://www.enjo.ai/post/how-leadership-elevates-customer-support ↗
Source Article
Customer Service Leadership: Building High-Performance Support Teams in the AI Era
Transform complex support workflows
Customer Service Leadership: Building High-Performance Support Teams in the AI Era
Customer service leadership is the bedrock of every high-performing support team. Research from McKinsey shows that companies with strong leadership are 2.3 times more likely to out…
Original Research
Harvard Business Review
· Original study ↗
Methodology
Blog citing Harvard Business Review research
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
Empowered employees: 67% likelihood of going above and beyond for customers. Source: Harvard Business Review (2025). Via Lighthouse Intelligence -- https://lighthousedata.io/data/empowered-employees-gobeyond-hbr
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<blockquote cite="https://lighthousedata.io/data/empowered-employees-gobeyond-hbr" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>67%</strong> -- likelihood of going above and beyond for customers for Empowered employees<br><small>Source: Harvard Business Review (2025) · <a href="https://lighthousedata.io/data/empowered-employees-gobeyond-hbr" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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