We have observed the better performing clients on our ServiceConnect program seem to have a different organizational culture. Often, you can’t put your finger on it but there is a palpable difference. For example, when you walk in the door and meet an employee there is a palpable difference in the way they approach you. Among those clients with better customer service, the employees may be a bit friendlier and go out of their way to welcome you. More fundamental to a healthy organizational culture (and a bigger thing) is an openness to new ideas and a willingness to give a try to new things.
We have been talking a lot about the importance of paying attention to the employee if you want to improve customer service (see earlier blog). The Gallup organization, better known perhaps for its political forecasting, has a very large business consulting operation. One of the things they have been finding through their research is the connection between engaged employees and loyal customers or the employee-customer relationship.