- Employee capability
- Employee satisfaction
- Employee productivity
- Employees' ability to deliver
good value to customers
- Customer satisfaction
- Customer loyalty
For example: Employee capability—built by hiring the right
people, giving them training, support, latitude, and rewards—promotes employee
job satisfaction. When employees enjoy their work and believe they are making a
difference, they tend to stay longer and become more productive and
knowledgeable. Such employee loyalty, in turn, creates greater customer
satisfaction. After all, customers are more likely to be happy when they are
being served by motivated employees who take the time to get to know their
specific needs and circumstances. Not surprisingly, happy customers tend to buy
more from the company and also to refer other customers to the company more
frequently. Thus, customer satisfaction breeds customer loyalty. And there is a
dramatic cause-and-effect relationship between customer loyalty and
profitability: in some industries, a small percentage of a company's most
valuable and loyal customers can account for more than half of total profitability.
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