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Years ago we produced a very simple tent card that was placed on every desk and counter top in the building.
The message on one side was the statement:
Customers are the most important people in this building
whether in person or represented by the work we perform for them.
The charge on the other side is by now a familiar one:
Delight Customers!
Perhaps this would be, once again, a good Sign for the Times.
Over the last decade it has become accepted that customer loyalty is one metric that can help determine whether a company is successful and well run--or not. What is missed in all of this is the important contribution employee engagement and attitute plays in helping to create loyal customers. This doesn't happen easily or overnight, but companies focused on creating a positive, engaged, customer-centric corporate culture are on the right track. Net/net, you have to have loyal employees BEFORE you can create loyal customers...not the other way around!
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