From over 30 years of empirical research, as well as simple common sense, it is clear that every organization’s primary battle is to win the hearts and minds of its customers. The more customers return to an organization, the more they spend, and the higher the financial performance of that organization.
What causes a customer to return to a business is their satisfaction with the products or services of the organization. Customer satisfaction is driven by great customer service from employees who are engaged in their companies, jobs, and careers. The employees’ loyalty and enthusiasm for the organization propels customer loyalty, which in turn, improves the bottom line.
The primary causes of employee engagement are high job satisfaction and intent to stay with the company for the long term. As a byproduct, high levels of engagement also increase productivity and reduce turnover, further benefitting the bottom line.
This Clear Path to Financial Performance underscores why survey research of employees and customers is so critical and are best practices among high performing companies. NBRI provides Clients with clear insights into the thinking of these two powerful forces, and highly effective training to continually improve both employee and customer loyalty!