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08/21/2001 Archived Entry: "21-August-2001 -- Customers get no satisfaction"

Customers get no satisfaction (FT.com) -- "Academic research shows a close correlation between customer satisfaction and staff turnover that holds across industries. This helps explain why the ACSI has declined overall since 1994, a period of labour shortages and high staff turnover across the US economy. It also explains why companies that score highly as places to work also rank highly on customer satisfaction." (Comments: Damn interesting, don't you think?)

Replies: 1 comment

Not too surprising. It's a tenet of "brand experience" that you've got to have congruence between your outward and inward facing messages and actions.

It works two ways. Companies that are less concerned about satisfying customers are probably more likely to ignore employee satisfaction. And in turn, disgruntled employees tend to be less likely to give good customer service. (And of course, even the good employees are less likely to devote time and effort to something the company's attitude indicates is unimportant.)

Posted by George Olsen @ 08/23/2001 02:42 PM EST

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