In 2005, Manpower surveyed over 200,000 customer service representatives in a wide variety of industries, then cross-matched with customer service scores. And guess what: Contact centers with happy employees also have happy customers, while those with unhappy employees also have dissatisfied customers.
Time to drop the other shoe. According to a Conference Board report released earlier this year, just 45 percent of Americans are happy in their work -- the lowest level in the 22-year history of the survey. When they first asked the question in 1987, 61 percent described themselves as happy in their work. It's slid continually from there. via www.huffingtonpost.com
BAM! Here's the opportunity. Create happy employees who in turn create happy customers who in turn share their happiness with their friends and colleagues...who in turn become referrals...who in turn increase our sales conversion rates...we'll grow faster...with much less need for expensive unpredictable ad campaigns...we'll have a continuous source of ideas and feedback from among our employees and customers.
We'll learn from those conversations.
We'll learn new ways to overcome new challenges. That learning process, our learning process, will create new leaders....
Or, as the author of the post that started this conversation wrote when we:
recognize that employee engagement is not just a feel-good, fuzzy-wuzzy luxury but the golden key to customer success and profitability, they never look back. Here's to ever-more employers joining the Enlightenment.
Om shanti.
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