What’s more important: Employee Satisfaction or Customer Retention?


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Following on from yesterdays post on motivation, I found this post rather interesting…

Douglas Hanna, CEO of A Small Orange, has written a post arguing that employee satisfaction is key to exemplary customer service.

A motivated workplace helps all of us do our jobs better. Employees recommend us to prospective customers; they are commonly at the front lines, and the success of most organizations are based on employee loyalty and dedication. From self-awareness, employees can nurture customer satisfaction. Unfortunately we all know that bad employees cost us money, time and lost customers, so as we improve employee satisfaction and a lifetime of loyalty, we are improving everything about our customer service.

I would definitely agree that employee satisfaction is important in delivering exemplary customer service, but I wouldn’t say it is the key element. Unless there is a clear, deliberate and planned customer experience for employees to deliver, then it doesn’t matter how happy they are in their jobs – they will be delivering a different customer experience from their fellow employees and most likely every time they interact with a new customer.

Keeping your employees happy is essential to a healthy organisation, and is key to delivering exemplary customer service but it shouldn’t be prioritised over building a great customer experience that both customers and employees can enjoy.

Read the original blog post by Douglas over at the Social Customer here

Republished with author's permission from original post.

Colin Shaw
Colin is an original pioneer of Customer Experience. LinkedIn has recognized Colin as one of the ‘World's Top 150 Business Influencers’ Colin is an official LinkedIn "Top Voice", with over 280,000 followers & 80,000 subscribed to his newsletter 'Why Customers Buy'. Colin's consulting company Beyond Philosophy, was recognized by the Financial Times as ‘one of the leading consultancies’. Colin is the co-host of the highly successful Intuitive Customer podcast, which is rated in the top 2% of podcasts.


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