Jul 03, 2007
Employee Value = Company Value
Posted by: Connie Smith
I’ve been speaking with quite a few companies lately about the employee / customer value asset chain, and the value that we need to place on employees. So when I came across a blog posting by Michael Moser of Call Center Script titled "Thank you for calling. Can you tell I’m undervalued?" I felt compelled to weigh in on the subject.
Posted by: Connie Smith
I’ve been speaking with quite a few companies lately about the employee / customer value asset chain, and the value that we need to place on employees. So when I came across a blog posting by Michael Moser of Call Center Script titled "Thank you for calling. Can you tell I’m undervalued?" I felt compelled to weigh in on the subject.
Studies are increasingly showing a link between the value that you place on your employees and the company’s bottom line. Last month on this blog, I mentioned a recent Gallup study which showed that companies with true coaching programs:
- Are 50% more likely to have lower turnover
- Achieve 27% greater profitability
- Have 56% higher customer loyalty
The Apple iPhone has been in the news lately as well, and one of the quieter stories around the launch is the value that Apple has placed on their employees. Every full-time Apple employee received a new iPhone, valued at US$600. John Moore at Brand Autopsy writes in his posting titled "Marketing to Employees:"
I am a huge proponent of companies spending marketing money on employees. It's simple. Astonish employees and they will, in turn, astonish customers. Giving every full-time employee a $600 (retail value) iPhone is an astonishing act that will only help to feed the already vibrant evangelical corporate culture within Apple.
John is exactly right: if employees are jazzed about their company and their company’s products, that energy and enthusiasm will radiate out to customers, and positively affect your bottom line.
What are you doing to astonish your employees – especially your frontline agents? I’d love to hear about it!
Post tags: Michael Moser, Call Center Script, call center agent, contact center, Gallup, John Moore, Brand Autopsy, Apple iPhone.
10:57 AM
