Almost 25 years ago, an article appeared in the Harvard Business Review on the service-profit chain. The seemingly surprising relationship established at the time between profitability, customer loyalty, and employee satisfaction, retention and productivity remains true today – albeit applied in a very different digitally driven environment.
Today, it’s easier than ever for customers to access and switch to a competitor’s products and services. Some would even argue that products and services are commoditising. The differentiator – the single biggest driver of loyalty and customer satisfaction – is quality of service. This, in turn, is a result of employee satisfaction and learning is an important part of achieving employee satisfaction.