Satisfied employees enhance the bottom line. Research shows that, if employees are happy, there is direct correlation to improved customer satisfaction and loyalty. Given that human resources and customer service managers are faced with a tight employment market and limited resources for recruiting, screening and training employees, retention of motivated employees is increasingly critical. This whitepaper offers a successful methodology for setting priorities for allocating scarce resources to where they will do the most good, and for cost justifying investment in training and tools to enhance the ability of employees to do their jobs and to make for happier employees.
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A 1970s trailblazer in CX, John turned industry thinking on its head with his groundbreaking research. Author of definitive CX books and more, John is now known worldwide as a leading expert on win-win customer care.