How Good Employee Practices Feed Into Great Customer Experiences

How Good Employee Practices Feed Into Great Customer Experiences

PHOTO:
Ryoji Iwata

The service-profit chain is a widely adopted business theory that states that companies should take care of their employees first, because doing so will result in employees delivering a better customer experience, creating loyal customers who generate greater profits.

The theory was originally put forth in a Harvard Business Review article in 1994, but converting the service-profit chain into a workable model with demonstrable ROI has proved difficult. For years, there were two primary reasons for this difficulty: 1) the need to understand the linkage between customer experience and financial outcomes and 2) the need to…

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