Loyal Customers, Enthusiastic Employees and Corporate Performance: Understanding the Linkages

The companies featured in this report are taking action on a relatively unexplored natural force of business—the interrelationships between enthusiastic employees, loyal customers and strong financial results.

Document Highlights

This report summarizes recent research, including the results of econometric analysis by leading companies, and discusses the practical implications of this analysis for Canadian organizations in their efforts to strengthen corporate results.

Organizations that know how to take advantage of the linkages in the employee-customer-performance chain have some key things in common:

• strong, customer-focused leadership
• strong internal service quality;
• a climate of fairness, trust and equity;
• employee latitude in meeting customer needs and the authority and skills to do so;
• careful attention to process details, including adequate skills, tools and resources;
• direct feedback from customers; and
• good communications.