Customer service linked to employee loyalty

A study found that overall customer service may be linked to employee loyalty, according to the Corporate Business Council.

A study found that overall customer service may be linked to employee loyalty, according to the Corporate Business Council.

The research found that customer satisfaction is often tied to an employee's loyalty to the company. In particular, banks, automotive dealers and moving companies can boost customer satisfaction and loyalty when they focus on employee satisfaction across the company, the research found.

Study organizers explained that there is a clear link between employee satisfaction and high-quality customer service efforts. Employees that are happy may feel more valued and provide customers with better service, whereas dissatisfied employees may pass along their negative sentiments to customers.

"In the beginning, our dealership and employees were always worrying about their jobs, not making enough money and didn’t really like the job environment," said Michael Matetich, owner of a large, family-owned auto dealership in Dallas, Texas. "That’s certainly something that could carry over to our customers and in turn hurt our income and overall customer experience."

Since implementing better management resources, the dealership has transformed its relationship with employees. They have begun engaging in more personal relationships that have fostered the family environment and made the dealership a more enjoyable place to work, said Matetich, and the impact customer loyalty has been measurable.