Which is more important – a customer-focused culture or an employee-focused culture? My vote is for the employee-focused culture – here’s why:
Customers may in fact rule the roost – the more loyal they are, the more successful our business becomes. But what it takes to activate customer loyalty has changed; customer loyalty is significantly influenced by the quality of the relationship between employees and customers. Employees who are unhappy, unqualified or disengaged about their work are not winning customers.
So to create a customer-focused workplace, you must first create an employee-focused workplace. You need the right employees – great at what they do, excited about doing it and exceptional in connecting with customers – in order to create a service response capable of inspiring customer loyalty.
How you treat your employees determines how your employees treat your customers. Invest in your people and they invest in your customers.
Take Action: How employee-focused is your workplace? See the free Chapter 1 download of my book, Fire Up Your Employees and Smoke Your Competition to be introduced to the 10 components of an employee-focused workplace. How well do you do? How loyal are your employees and your customers?
This entry was posted on Tuesday, December 8th, 2009 at 5:50 am and is filed under For Managers. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.
