Improve Loyalty and Business Results: Link Employee Surveys to Customer Surveys
Presented by Customer Lifecycle, LLC
There is compelling research outlining the benefits of identifying and correcting disconnects between customer and employee perceptions of importance and performance. Companies with a clear understanding of the views of each group and what it takes to resolve those disconnects outperform their competitors by substantial margins.
There is compelling research outlining the benefits of identifying and correcting disconnects between customer and employee perceptions of importance and performance. Companies with a clear understanding of the views of each group and what it takes to resolve those disconnects outperform their competitors by substantial margins.
A study published by The Forum for People Performance Management & Measurement at Northwestern University found that:
“There is a direct link between employee satisfaction and customer satisfaction, and between customer satisfaction and improved financial performance.”
Employee commitment equals greater customer loyalty
Industry estimates point to a 60% loss of customers due specifically to perceived employee indifference. And the majority of customers who have a bad experience and no company follow-up won’t return.
The other side of employee attitudes also holds true: 41% of customers credit their loyalty to a business because of positive employee attitudes. It’s essential to know that your workforce reflects company values and attitudes.
Committed employees improve business results
One major retailer found that just a 1% increase in employee commitment translated into a 9% increase in monthly sales. Other research has found that
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Firms with engaged employees have increased operating income 19% per year
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Committed employees are 87% less likely to leave their jobs
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They are 43% more productive and more likely to promote the business
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They have a direct effect on customer loyalty
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Committed employees are directly linked to better sales
Customer Lifecycle will work with you to design and conduct employee surveys that identify disconnects and common understandings between your customers and employees. We can help you improve critical performance areas that that drive the customer experience, customer loyalty, employee engagement, and your company’s business success.
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We help B2B/B2C companies do more with less as we conduct strategic qualitative and quantitative research in localized languages on a worldwide basis.
Why choose Customer Lifecycle, LLC
We do more with less
Very competitive pricing
Custom personal service
Insightful analysis
Strategic statistics
