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Customer-Employee Link III

I have been writing about the link between employees and customers.  In this blog I want to share findings from a couple of linkage studies we have conducted with our clients that continue to reinforce the relationship between employees and customers. 


•In one study, we
found locations with high employee loyalty had customers who were more loyal and more likely to resist offers from the competition. Based on this study, I like to call employee loyalty an accelerator and insulator.  It is an accelerator in that it can act to speed up positive customer perceptions.  It is an insulator because it can protect your customers from the compeition. 
 
In a seperate study, we found employee loyalty high but customer loyalty low, after further investigation we discovered employees had too much freedom to answer customer questions, which lead to frustration with customers due to inconsistency in responses. 

•Finally, the graph below is real data of a client’s percentage of High Risk employees over the past several years and the percento of a client’s High Risk customers over the past several years.  You can see an almost perfect relationship between the employees and customers. 

About the Author

Chris Woolard

Chris Woolard

Chris is responsible for the sale, design, implementation, account management, and consulting for his clients’ employee and customer assessment programs. He focuses on employee loyalty consulting and is considered Walker’s employee loyalty expert. He has worked with many companies on customer due diligence solutions.

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