Peopley Weopley

Staff Loyalty = Customer Loyalty

Posted on Tue 07/07/09 in Future of Work

This will be the beginning of a thread of posts about employee engagement, which is a pretty key area in a recession.

My first question which I’d love thoughts on, is ‘what’s the relationship between staff and customer loyalty?’

Here’s what I’ve found thanks to Google:

http://www.loyaltysolutions.com/staff-loyalty-faq/

I quite like the principles for how you’d structure a staff survey abour loyalty:

In your staff loyalty study, you will want to include attribute statements that address each of the following six themes.

Cohesion – These attributes address teamwork and communication between and within groups, plus work quality, effectiveness, and staff/management interaction

Morale/Culture – These attributes address the ‘fabric’ of the organization, consideration of staff needs, and desirability as a place of employment

Career Security/Growth – These attributes address the employees’ sense of ‘shared destiny’, or belief that the company will support their security, growth, and career development

Business Confluence – These attributes address the extent to which employees partner and participate in the company’s vision, mission, and strategic objectives

Customer Focus – These attributes address the employees’ opinions of the company’s initiatives and responsiveness with customers, and how the tools they are provided help with that goal.

Management Effectiveness – These attributes address employees’ views of how well people and processes are managed.

Although I prefer the simplicity of something I found in a MindGym book the other day:

3 Principles of job satisfaction:

Control
Immersion
Purpose