Employee Surveys: It You Don’t Measure It, You Can’t Fix It

Employer enthusiasm for surveys is easy to understand, as a highly motivated workforce is seen as a secret ingredient for business success (theoretically at least). Employee engagement has been shown to have a statistically significant relationship with: Profitability; Productivity; Worker retention; Safety; and Customer satisfaction. However, surveys, generally, show that businesses mostly fail to motivate… Read More

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What is the Link between Customer Compatibility, Satisfaction, & Profits?

“Traditionally, managers who hope to boost customer satisfaction focus on employee training or infrastructure and process improvements, but this research shows that “customer compatibility” – the it between the needs of individual customers and the branch’s ability to meet them – is an important driver of satisfaction and that a diverse customer base is inherently… Read More