Employee Satisfaction Can Lead to Customer Satisfaction and Improved Financial Performance
Employee Satisfaction can lead to Customer Satisfaction and Improved Financial Performance
There is a direct link between employee satisfaction and both Customer Satisfaction and Improved Financial Performance.
As report by Leader Values, illustrates this relationship. (Written by Josh Greenberg, President of AlphaMeasure, Inc. 2004. Link: http://www.leader-values.com/Content/detail.asp?ContentDetailID=950)
Researchers have undertaken numerous studies to look at the connection between customer and employee satisfaction. A majority of these studies were able to uncover a correlation between employee satisfaction, customer satisfaction and profitability.
In a recent study for an international computer firm, the data reinforced the crucial link between customer satisfaction, employee satisfaction and profitability. Some of the key factors they found: • Profit and growth are stimulated primarily by customer satisfaction and loyalty. • Employees who are satisfied in their jobs provide higher levels of customer service. • Employee satisfaction results primarily from internal high-quality support services and policies that enable employees to deliver results to customers.
Putting employee and customer satisfaction in the spotlight when planning strategy is one of the top priorities for organizations committed to continuous improvement, both internally and externally. Maintaining a continuous flow of information from both employees and customers is how successful organizations are able to continually maintain their high rankings in the marketplace.
At the heart of these endeavors is a strong belief that today's employee satisfaction, loyalty and commitment influence tomorrow's customer satisfaction, loyalty and commitment-and, ultimately, the organization's profit and growth. This belief in practical management is reinforced by a growing body of empirical research. These all-important "links" comprise what is generally termed the "value profit
There is a direct link between employee satisfaction and both Customer Satisfaction and Improved Financial Performance.
As report by Leader Values, illustrates this relationship. (Written by Josh Greenberg, President of AlphaMeasure, Inc. 2004. Link: http://www.leader-values.com/Content/detail.asp?ContentDetailID=950)
Researchers have undertaken numerous studies to look at the connection between customer and employee satisfaction. A majority of these studies were able to uncover a correlation between employee satisfaction, customer satisfaction and profitability.
In a recent study for an international computer firm, the data reinforced the crucial link between customer satisfaction, employee satisfaction and profitability. Some of the key factors they found: • Profit and growth are stimulated primarily by customer satisfaction and loyalty. • Employees who are satisfied in their jobs provide higher levels of customer service. • Employee satisfaction results primarily from internal high-quality support services and policies that enable employees to deliver results to customers.
Putting employee and customer satisfaction in the spotlight when planning strategy is one of the top priorities for organizations committed to continuous improvement, both internally and externally. Maintaining a continuous flow of information from both employees and customers is how successful organizations are able to continually maintain their high rankings in the marketplace.
At the heart of these endeavors is a strong belief that today's employee satisfaction, loyalty and commitment influence tomorrow's customer satisfaction, loyalty and commitment-and, ultimately, the organization's profit and growth. This belief in practical management is reinforced by a growing body of empirical research. These all-important "links" comprise what is generally termed the "value profit