Yes, your team can make or break your business.
A direct link exists between employee satisfaction, customer satisfaction and a company’s financial performance, even if the employees have no direct contact with customers according to a new study — The Impact of Employee Attitudes on Market Response and Financial Performance — from the Forum for People Performance Management and Measurement at Northwestern University.
Results of the study suggest that influencing customer behavior goes beyond advertising, beyond delivering on a brand’s promise, beyond customer service and beyond product research and development to maximizing employee engagement and satisfaction.
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