Those of us who have spent decades in the field of customer service look at the picture above and see two things:
1. An engaged employee who loves their job, their company and gives it their all.
2. The likelihood of a happy and loyal customer on the other end of the phone.
And that’s what so many miss…the link between engaged employees and customer loyalty. Some people call it the service-profit chain. Whatever you call it, the concept is that there is a direct relationship between [internal service quality, employee engagement, employee retention, employee productivity, customer satisfaction and customer loyalty] and [revenue growth and profitability.]
Just think about your own customer experience at the store, on the phone or in business. If you encounter an employee who has high conviction about what they do and how they did it that provides excellent service and value, what is your reaction as a customer? You most likely leave with positive feelings about the interaction and the organization.
For example, I am a volunteer ski patrol in the winter. My Patagonia ski pants of 15 years started to lose their water protective qualities. I called Patagonia and they sent me a new pair of pants for free with little fuss because their products are guaranteed for life. I am now a Patagonia advocate for life – and so are my friends and the people that see me patrolling on the mountain.
Of course, the opposite is true too. A disengaged, sour-faced employee will leave you with doubts about the organization they work for. For example, my son recently was involved in a minor traffic collision. Our insurance agent of 30 years was useless in helping us understand our options and making a wise decision about how to proceed. Our satisfaction with the process was low, and we would gladly entertain switching providers based upon that one negative experience.
The point is that the attitude and behavior of your employees (especially your customer-facing employees) have a profound effect on the attitude, behavior and profitability of your customers. The more engaged your employees, the more likely your customers will reflect their positive attitudes. When you analyze the numbers, this connection can make a huge difference to your bottom line.
Studies show that a whopping 70% of the workforce is at best complacent and at worst actively disengaged. Imagine what these employees are doing to your customer base. If customers are tuned in to their experiences with your employees, you risk having the same negative impressions that I had of our insurance agent and her company.
Well satisfied customers are loyal and profitable. They talk to friends and associates about their experience. Go Patagonia! They add ratings and reviews that are readily available as testimonials on your web site and through social media. Indifferent customers, by the same token, can cause a lot of damage. They are easily tipped toward negative impressions. Actively disengaged employees can result in actively disengaged customers…the customers who can bad-mouth your organization and go elsewhere.
If you are looking to improve customer reactions and word-of-mouth marketing, begin with your workforce. Improve employee engagement and you will improve the experience of your customers. It’s all about relationships. Strengthen the one between your employees and the organization and you will, at the same time, strengthen the relationship between your customers and the company. All this hard work will end up in your favor… improved business results.
LSA provided top notch solutions right when and how we needed them. They exceeded my expectations from a speed, quality, and cost standpoint. I recommend them to anyone looking for a true business partner in the Learning and Development arena. The breadth and depth of their expertise has helped us hit tight deadlines across multiple projects.
Fortune 500 Financial Services Company
Director of Infrastructure & Technology
LSA exceeded all my expectations. We interviewed 7 potential training and consulting partners and selected LSA due to their expertise, flexibility, and breadth and depth of solutions. We were able to construct a management training course from the modules most appropriate to our needs, and are able to provide additional training from their well developed portfolio of experts. Our managers galvanized as a team throughout the session and are better prepared for the rigors of a competitive market.
I highly recommend LSA Global to anyone who is looking to improve individual or organizational effectiveness through their top quality programs and broad range of expertise.
VP of Human Resources
Our company engaged LSA to do a specialized “train the trainer” program, and the consultant’s performance outdid our exceptionally high standards for such a program. Very crucial to the success of this program was the work done upfront to discuss our needs and to interview key members of our organization so that the program specifically met our goals. Our facilitators continue to comment on the success of the program. Thanks also for the follow-up.
Chief Financial Officer
We recently contacted LSA Global to assist us with a unique training request. We gave LSA a very short deadline and LSA custom designed a training program to meet our exact requirements within the limited time allotted to them. We found their facilitator to be well versed in the subject matter and very credible; the design provided practical and valuable information to our team of managers. I highly recommend LSA Global, particularly in the area of management training.
Julaine K. Souza
Senior Vice President
I am very impressed with the quality of work and talent. LSA did a great job of listening to my needs and providing the exact management training program expertise I needed to get the job done.
Director, Business Planning & Analysis
LSA is an instrumental training outsourcing partner in helping us to build management capacity and strategically invest in our people. Their flexibility, depth, and breadth of expertise allows us to deliver top quality solutions that are directly tied to key business plans. Their ability to custom design, deliver, and evaluate our Management Curriculum has been excellent. They are true business partners and a pleasure to work with.
Margaret M. Mader
Vice President, Human Resources
What a refreshing change from the half-baked psycho-babble you normally get from training and consulting organizations. LSA gives you the practical and results-oriented assistance you need to define and reach your goal. They provide a results driven plan – not just a temporary fix. They are great to work with, and even more importantly, they “get it!”
Vice President Human Resources
Each program is preceded by an assessment of the participants. The course is then designed to fit the specific parameters and needs of the group. The highly interactive delivery is provided by recognized experts in their fields. On the spot coaching is provided during the program and each participant receives individual follow-up after the course. Courses can be delivered in-person or virtually. Given the nature of Cisco’s business and the way we operate, these remote workshops are a must for anyone who joins our company. Their work is eye opening. Great content and fantastic delivery.
Frank J. Kuypers
Business Development Manager
We partnered with LSA to pilot a customized behavioral interviewing program to help ensure that we continue to hire the best and brightest as we continue to rapidly scale. LSA’s ability to understand our business and our unique culture combined with their desire to ensure that the best practices framework truly fits our performance environment and is highly adopted by our people is a real blessing. Most other firms want to just ‘give you training.’ Not LSA, they are focused on helping me hit our hiring forecasts and attract A players.
Director of Global Recruiting
On behalf of Roche and my staff I would like to sincerely thank you for your help with this. The English as a Second Language (ESL) assessment and coaching that you provided for our team was a great success.
In my years working with LSA, it seems like I’ve had a personal consultant at my fingertips to help me identify just the right solution to satisfy our needs. The entire LSA team has become a trusted friend of Actel — assuring we provide state-of-the-art learning to meet our complex, high-tech business and people needs.
LSA’s consultant designed and delivered a half-day team building solution for our recent conference. It included careful customization to integrate the design with our new mission and values. Everyone had fun and identified key issues with our teamwork. Altogether a great program!
Director of HR
We have been able to utilize LSA’s extensive network of top-notch resources to leverage our investment in employee development. The result has been the cost effective and highly efficient delivery of quality educational and management training programs.
Vice President, Human Resources
Congratulations on your pro-activity in establishing this program and developing such an effective New Employee Orientation course.
President and Chief Executive Office
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