Is there a link ... ?: Planning, Strategy and Management discussion at CallCentreVoice

CallCentreVoice Topic Is there a link ... ?

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Alan Terry on 22/8/2002 11:59:05.
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Planning, Strategy and Management [This topic is read only]
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Alan Terry Partner On Focus Group 37 posts 0 friends welcomed	Is there a link ... ? [22/8/2002 11:59:05]
	I was very interested in Garvan's description of his role in measuring and encouraging best practice in Customer Satisfaction / Loyalty / Retention. Does anyone (including Garvan?) know of situations where such measurements have been analysed alongside data on Employee Satisfaction / Loyalty / Retention and whether there is a correlation? Alan .............

Brent Preece Vice President Destination Excellence, Inc. 123 posts 0 friends welcomed	Employee Sat Linked to Customer Sat [22/8/2002 19:05:29]
	Alan, The Harvard Business Review, March-April, 1994, p. 166, did an excellent piece on the Service-Profit chain (which is more applicable to the "Crystal Balls" posting, I think). However, in Jan-Feb, 1998, p. 91, they actually did an even better piece on the Employee-Customer-Profit chain (based, I think, on an actual initiative by Sears here in the States). This one shows that a 5-unit increase in Employee Satisfaction leads to a 1.3-unit increase in Customer Impression, which leads to a 0.5-unit increase in Profitability. I've got these in PowerPoint format, if anyone is interested. John?

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