Ensuring Employee Satisfaction Impacts Customer Experience

By Cynthia Clark, Senior Writer, 1to1 Media

Making sure that customers are satisfied with their experience with a company is an essential part of any organisation’s job. However, it’s also imperative to make sure that employees are happy, since they’re the ones interacting with customers and can have an important impact on their experience.

Unhappy employees, even if they’re trying their best to do their job well, could have a negative impact on a customer, especially if there is face-to-face interaction. For example, when a new supermarket opened close to my home, I started shopping there frequently. But although I was finding all the items I needed–and more–at a good price, I was leaving the store in a bad mood. The main reason was that I repeatedly came across employees who made me feel as if it was a burden to check me out.

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