CORRELATION BETWEEN DISTINCTIVE EMPLOYEE & CUSTOMER EXPERIENCE

Depending on the Harvard studies the basic principle of the "Service Profit Chain Model" theory is based on the fact that customer satisfaction starts with good staffing and treatment of ones own employees.

The theory establishes relationships between PROFITABILITY, CUSTOMER LOYALTY, EMPLOYEES SATISFACTION, LOYALTY and PRODUCTIVITY.

We already know that brand and culture are mirrors for one another. So we need to think about creating an employee experience that mirrors the customer experience and reinforces it. Because then it becomes very sustainable.

The problem is that in most organizations we have a disconnect between the customer side of the business and the employee side of the business.

We can never deny that there's a link between the employee experience and the customer experience. Basically if you look at what drives profitability and growth in organizations is actually being a PREFERRED BRAND. And what drives that is actually the quality of the experience that you provide your customers and what drives that are your people and the quality of the experience that they have and what drives that our leaders.

So, if you want to improve your profitability and growth, you don't start with out of the window but with your inner circle.

If you would like to find out how you could increase your brand's customer experience satisfaction by improving a distinctive employee experience, don't hesitate to contact us.

We'll be happy to join you through your Customer Experience Journey.

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