“Customer satisfaction should come first because the survival of the business and the satisfaction of the employee (pay cheque) depend on the customer. When a customer becomes a company brand ambassador everybody in the organisation wins.”
“I heard a comment that hits a nerve for me, and I would love to hear others’ views. The comment was around understanding or differentiating between internal customers and external customers. My personal view is that there is only one type of customer – the external one who buys your organization’s products or services.”
“You cannot wait to get the employee experience right, because this is all to do with culture, and this can take years to change. You must work on both. You cannot deliver a great customer experience without delivering a great employee experience, they go hand in hand. It is not really a question of what comes first.”
Since this is my blog, I get to have the last word (until you leave a comment!), and the last word is this:
Customer Satisfaction is inextricably linked to Employee Satisfaction. When Employees are eager to go to work in the morning, engaged when they’re there, and excited about the work that they’re doing, they’ll transfer those positive emotions to every customer with whom they engage.
For statistical proof, read the examples of Zappo's and HCL on the Spoken Communications blog post.
Call it Karma if you wish, but it’s real, and it works. Happy employees make for happy customers.
What do you think?