Profitably Linking Employee Behavior to Customer Loyalty and Advocacy

Written by Michael Lowenstein    There is a powerful, and well-proven, connection between employee attitudes and actions and customer loyalty and advocacy behavior.  This new article explores the linkages and the benefits to organizations that create brand ambassadors for company products and services.  It also describes an effective, but relatively underutilized, research method for identifying where employee perceptions of what they are delivering to customers differs from actual customer perceptions.  The results of 'employee mirroring' studies can be applied to training, communication, and even incentive programs.

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http://www.customerthink.com/article/linking_employee_behavior_to_customer_loyalty_advocacy

Dr. Michael Lowenstein, CMC, is Executive Vice President at Market Probe CLICK FOR MICHAEL'S BIO