Happy Employees = Happy Customers

By Brandon Carter | Updated on Dec 8, 2010 5:38:28 AM

Employee engagement and customer engagement. These are two topics that have been on our minds a lot lately, as we go through awards season. Tomorrow Access will be recognized as one of Utah Business magazine's Best Companies to Work For, the second year in a row we've been honored for our work environment.

At the same time, we're a nominee for the Engagement 360 awards, which measure how well a company engages employees and customers. We have fun with these, largely because we are a little proud of the customer-centric culture we have here at Access.

There are many reasons that corporate culture matters to the bottom line. Part of it, as Hinda Incentives noted, is the new age of transparency and how savvy consumers aren't willing to turn over their dollars to companies that treat their employees like garbage. And this is absolutely true, almost without fail: companies that don't respect their own employees have awful customer relations.

At Access, every employee is valued and involved, whether they're customer-facing or not. It starts with our two-day orientation and continues with regular training, company events, goal-setting, open doors and downright plain ole fun. What it earns us is "buy in." That is, every person from the top down believes in what we're doing, wants to do their part to make it happen, and knows they'll be rewarded for their role.

Consider the flipside. A company with a bad culture has employees that simply try to survive. They wake up dreading going into the office, try to stay out of the line of fire, and generally do just enough work to avoid getting fired. What you get is a generic effort, and a great excuse for your customers to look elsewhere.

In the real world, blame rolls downhill, and a top executive's bad day is passed down throughout the organization, where it will inevitably be taken out on a customer. That's a lot of unhappy folks, and it's a crappy way to go through life.

It isn't just the savvy customers that wind up sending their dollars elsewhere - poor corporate culture affects everyone that comes into contact with it.

We're not kidding when we say we place our clients, and their customers, on a pedestal. It's more profitable that way, and quite frankly, it's a much more pleasant way of living.

Topics: What is Loyalty?, employee engagement, Access Development, customer service, Corporate

Written by: Brandon Carter

Brandon is a writer and marketer for Access Development. He's a frequent blogger on customer and employee engagement & loyalty, consumer trends, and branding.

Engagement & Loyalty Tips Delivered to Your Inbox

inexpensive customer appreciation
New Call-to-action
ancillary revenue case studies