Researchers have shown a consistent relationship between employee attitudes and customer attitudes. Specifically, they have found that satisfied/loyal employees, compared to dissatisfied/disloyal employees, have more satisfied customers. Examining different bank branches, Schnieder & Bowen (1985) found that branches with satisfied…
Blog Archives
Using Driver Analysis to Improve Employee Loyalty
Tagged with: employee loyalty, employee satisfaction, employee surveys
Posted in Customer Experience Management, Employee Loyalty, Employee Satisfaction, Employee Surveys
Posted in Customer Experience Management, Employee Loyalty, Employee Satisfaction, Employee Surveys
Getting the Most Value from your Employee Survey
Companies need to ensure they are providing their employees with the tools, information and support they need to be successful at their jobs. One way companies gauge how well they meet their employees’ needs is through an annual employee survey.…
Tagged with: employee loyalty, employee satisfaction, employee surveys
Posted in Customer Experience Management, Employee Loyalty, Employee Satisfaction, Employee Surveys
Posted in Customer Experience Management, Employee Loyalty, Employee Satisfaction, Employee Surveys
Linking Constituency and VoC Metrics
Business linkage analysis is the process of linking disparate business data sources together for the purposes of understanding the relationships between them (See Figure 1). Constituency linkage analysis allows us to better understand how employees and partner relationships impact the…
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