Posted by Becky Carroll on September 11, 2007
Doug Meacham writes about improving the customer experience by improving the employee experience. This is critical, as employees are the face of the company to the customer. I like this part especially:
Companies invest every day in customer retention. What would happen if the big box or specialty retailer spent some of that $175 Million a year on employee retention? What if store managers could spend less time recruiting new employees and more time developing better relationships with the ones they have?
Thanks for the reminder about employees, Doug! I just wish more companies were investing not only in employee retention but also in customer retention.
C.B. Whittemore has a great essay on what it means to meet, or miss, customer expectations. Here is a snippet:
Nonetheless, high customer expectations separate mediocrity from greatness. They lead to loyalty and a strong likelihood of long term viability. They lead to satisfaction, which sure beats dissatisfaction!
Very thought-provoking piece, C.B.!
Finally, David Reich reminds us not to forget what happened on this day six years ago with a great photo on his blog. Thanks, David.