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Customers' perceptions of service quality are pre-dominantly driven by the employees of the service provider. Remember that the most loyal customers are those who are the most satisfied.
There is much reliable research to prove that organisations with highly engaged employees have highly satisfied customers. Actually, your employees are part of your brand already, whether you like it or not. So, what we're really saying is that to have a truly successful brand and service image, you must ensure that your staff are willing and able to contribute to a highly positive customer experience.
An organisation must therefore have an effective Customer Management Process that addresses both the customer and employee components of the equation. Few employees come to work to do a bad job and want to deliver less than excellent service to their customers, whether internal or external. It is the employer's processes, procedures, and facilities that cause the employee to do a less than perfect job. Of course, the less than perfect job they do, the more it costs the company, both directly and indirectly through reduced efficiency and productivity.
 back to employee loyalty
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case studies
