Friday, June 8, 2012

Customer Retention in tough times

Tough business environment poses the risk of losing customers. Most businesses across the world recognized customer retention as a priority, focus, risk and or challenge during, and also post GFC era. And one of the most powerful levers impacting customer retention is engaged employees.

Employees impact customer service levels, customer relationships, satisfaction indices and in fact almost every aspect of a business' relationship to customer. In fact there is direct correlation between employee engagement/satisfaction and customer retention.

 It pays to have happy and engaged employees as they create happy and engaged customer relationships. And when risks are high, specially with economic volatility, bring employee engagement and satisfaction to the top of your business agenda! Nothing new about this, yet overlooked by so many.

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