Leading by ten years – Part 7

Leading by ten years – Part 7

Customer Satisfaction is a reflection of employee Satisfaction

Agreed ? Statistics show that a “totally satisfied” customer contributes 2.6 times as much revenue as a “somewhat satisfied” customer. Some survey also show that employee satisfaction affects customer satisfaction. Explanation is as below:

1. Satisfied employees are motivated employees. Hence, they have the motivational resources to deliver adequate effort and care.

2. Satisfied employees are empowered employees. Hence, they have the resources, training, and responsibilities to understand and serve customer needs and demands.

3. Satisfied employees have high energy and willingness to give good service: at a very minimum, they can deliver a more positive perception of the service/product provided.

4. Satisfied employees have enough emotional resources to show empathy, understanding, respect, and concern.