The concept is simple: satisfied employees help produce satisfied customers. Satisfied employees are likely to assist customers with a more pleasant demeanor and a higher level of customer service, creating a more satisfying customer experience, increase customer loyalty, and ultimately drive increased profitability.  Adversely, low satisfaction and overall low employee morale can hurt company operations greatly, causing dissatisfied customers and hurt the bottom-line.

Businesses need to spend less time on setting sales and profit goals, and focus efforts on frontline service staff – those workers that have direct, daily contact with customers. Frontline workers and customers need to be at the center of management attention. Managers need to take into consideration the factors that yield profitability, including: investment in good, quality workers; technology that supports frontline workers; solid recruiting and training practices; and compensation linked to employee performance, at every level in the business.  When you provide employees with the tools and skills they need, employee satisfaction rises as does the power to service customers better. Employee satisfaction raises employee productivity, and higher productivity means greater service and value to your customers. This increases customer satisfaction and loyalty, which promotes profitability and continued success. Continue reading →