Leading by ten years – Part 8
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.
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