The customer profit chain

“The employee customer profit chain is not a revolutionary idea. More than 15 years ago a study in HBR identified ‘the employee-customer-profit chain’ at Sears. This was a straightforward dynamic in which employee behavior affected customer behavior, which in turn affected company financial performance. This study has been replicated by JC Penny, Best Buy and Marriott. And for all of them the results held true—effective leaders let to satisfied employees, which lead to satisfied customers, which led to a direct and measurable increase in sales revenue.” http://blogs.hbr.org/cs/2012/07/how_damaging_is_a_bad_boss_exa.html

Make sure that your company becomes another one of these financial success stories where sales revenue sky rockets year-over-year. Provide your leaders with the right tools to excel in their jobs and give consistent real-time recognition and feedback. Your employees will be grateful and so will your customers!

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