I recently read an article by Eva Jenkins who pointed out some very interesting statistics on customer loyalty and employee engagement.
According to a recent survey by Aberdeen Research, 80% of company executives and business owners surveyed believed that their company was providing a ‘superior experience’ to their customers. When customers of those firms were surveyed about their perceptions, it was revealed that they rated only 8% as “superior” in their customer service efforts. Whoa, that’s quite a difference and obviously a shocking disconnect between perception and reality.
Odds are – you are one of the 80% who believe your company is providing stellar customer service, when in fact, it is not. Well, as Jenkins points out, you can’t manage what you can’t measure and suggests that companies should take the guesswork out of the equation by conducting Workplace Engagement Surveys to measure the degree to which employees are connected to the work they do.
An engaged employee will take the time to learn what a customer values on a personal level and then go beyond their expectations to demonstrate how important the customer’s satisfaction is to the employee as well as to the company.
In addition to creating loyal customers, engaged workers are, themselves, more loyal to their organization. This reduces employee turnover and saves money by reducing the high cost of hiring and training.
I highly recommend that you read the entire article at: http://www.customerservicemanager.com/the-dollar-sense-of-customer-loyalty.htm
