When I was in grade school I had a guy friend who I hung out with quite often. We would go shopping together, play sports together, and I would talk to him about all the "crushes" that I had. I considered him a good friend, but wasn't aware at the time how loyal he was to me....found out later that he actually liked me - a lot.
It's the same with some companies nowadays - they don't realize that their most loyal customers are right in front of them.
Their most loyal customers are their employees.
Many companies talk left and right about how to gain customer loyalty but often forget that it was their own loyal employees that created loyal customers in the first place. This is what I meant when I said a few months back, "Employees First, Customers Second". 
So, how do you create employee loyalty?
» Customer Service Starts with CEOs from AListReview
Seth Godin is talking about enabling front line staff when confronted by policies that don't work. He suggested having a form that staff and the customer can use to write up the policy, explain why it doesn't work, and then... [Read More]
Tracked on: May 1, 2006 9:52 AM | Permalink to Trackback