archive for October, 2011
We all know that employee loyalty is important, but oftentimes we forget how beneficial it can be for the entire business.
“Profit and growth are stimulated primarily by customer loyalty. Loyalty is a direct result of customer satisfaction. Satisfaction is largely influenced by the value of services provided to customers. Value is created by satisfied, loyal, and productive employees. Employee satisfaction, in turn, results primarily from high-quality support services and policies that enable employees to deliver results to customers.” (Putting the Service-Profit Chain to Work, Harvard Business Review, 1994)
We are pleased to announce the winners of our 2011 Outstanding Service Awards™. Winners of this prestigious award include: Bridgestone Retail Operations, IHOP, Asurion, Hertz, Comcast, Arby’s, Panera Bread, Papa Murphy’s Take ‘N’ Bake Pizza, Aaron’s, Inc., Sizzler, Bob Evans, Lifetouch Portrait Studios, and more. This year’s recipients are recognized for their excellence in applying customer and employee feedback to improve their customers’ experience.
These awards were presented at our annual Best Practices Conference at the Canyons Resort in Park City, on September 22, 2011.
If I were a betting man, and Steve Wynn’s newest car indicates that I am, I would bet your organization is not extracting as much value as it could from your Voice of the Customer (VOC) program.
Too often businesses maintain an extremely narrow focus with their VOC efforts and utilize it purely for front-line performance management. While I would be the first to acquiesce that performance management should be a core tenet of VOC, I would also state that the program should be used for much more.