Happy Employees Keep Customers Coming Back

Jun 10, 2011

BusinessNewsDaily is reporting on new research from the University of Missouri (MU) that found that bosses who pay attention to employee job satisfaction are able to boost both customer satisfaction and increase the number of customers who intend to do repeat business with the company.

“You might think that as an owner, you only need to pay attention to the customers, providing them with what they want,” Christopher Groening, assistant professor of marketing in the Robert J. Trulaske Sr. College of Business at MU, told BusinessNewsDaily. “Yet, we found that keeping your employees satisfied with their work experience, providing them with challenges and allowing them to have a sense of ownership in the business can have a tremendous effect on customer satisfaction and loyalty.”

Groening recommended the following actions to increase employee satisfaction:

  •  Train and empower employees so they have the tools to make decisions.
  •  Hire managers who serve as examples and also can be mentors with employees.
  • Create good working atmospheres.

“While many of these actions might seem like common sense, they can be very difficult to maintain,” Groening told BusinessNewsDaily. “It’s also very important to hire the right people in management positions who will take part in these activities-for example, serving as mentors-or employers might have difficulty meeting their goals.”

To read the complete BusinessNewsDaily article, click here.