Archive | Employee Loyalty

Employee Relative Performance on Employee Retention Rate

Your Relative Performance: A Better Predictor of Employee Turnover

By Bob Hayes on August 18, 2014 in Employee Experience Management, Employee Loyalty, Employee Satisfaction, Employee Surveys, Relative Performance Assessment

Last week, I compared two employee turnover metrics. One metric was a self-reported measure gathered through surveys. The other metric reflected the employment status at a later date (the objective metric). The analysis showed that, while self-reported intentions to quit predicted whether or not the employee actually quit, the correlation between the two metrics was only r […]

Using Driver Analysis to Improve Employee Loyalty

By Bob Hayes on April 9, 2012 in Customer Experience Management, Employee Loyalty, Employee Satisfaction, Employee Surveys

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 employees have customers who are more satisfied with service and are less likely to churn […]

Getting the Most Value from your Employee Survey

By Bob Hayes on April 2, 2012 in Customer Experience Management, Employee Loyalty, Employee Satisfaction, Employee Surveys

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. Employee surveys can provide companies useful insight about what makes their employees want to work […]

Figure 6. System integrators (partners) who are loyal to the company have customers who are satisfied with the implementation

Linking Constituency and VoC Metrics

By Bob Hayes on July 11, 2011 in Customer Loyalty, Customer Satisfaction, Employee Loyalty, Employee Satisfaction, Linkage Analysis, Partner Loyalty, voice of the customer

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 health of the customer relationships. The service profit chain depicted in Figure 2 (I added […]

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Archive | Employee Loyalty

Your Relative Performance: A Better Predictor of Employee Turnover

Using Driver Analysis to Improve Employee Loyalty

Getting the Most Value from your Employee Survey

Linking Constituency and VoC Metrics

TCE: Total Customer Experience

Beyond the Ultimate Question

Measuring Customer Satisfaction