The Winning Employee-Customer Link

In recent years, many in the academic and popular business press have grabbed hold of a very intuitive realization: positive work attitudes and greater commitment and loyalty among employees all feed directly into greater customer satisfaction and loyalty. Why? Well there are several important reasons.

First, when top management advocates the importance of focusing on customer needs and wants, it will be the committed loyal employees (as opposed to indifferent or negative employees) who embrace this vision, take up the customer charge, and actually make it happen.

Second, person-to-person relationships are at the heart of business, especially in service industries, … Continue Reading…