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How Happy Employees Lead to Happy Customers

first_img 3.2★ Security Officer-great customer service skills needed Allied Universal Columbus, IN 23 hours ago 23h 23 hours ago 23h Think of the last time you received really great customer service. What made it so special? Maybe the representative was warm and friendly, offered to go out of their way to accommodate you or helped you troubleshoot a particularly tough problem. You might chalk this up to the individual’s chipper and helpful personality, but that’s not the only thing at play. Odds are, they were pretty happy at work!A new Glassdoor Economic Research report, Happy Employees, Satisfied Customers: The Link Between Glassdoor Reviews & Customer Satisfaction, revealed that companies with happy employees are more likely to have high customer satisfaction scores than their counterparts.The Employee/Customer Satisfaction ConnectionIn the study, Chief Economist Dr. Andrew Chamberlain and Senior Economist & Data Scientist Daniel Zhao looked at a panel of 293 large employers across 13 industries between 2008 and 2018, comparing the link between employee satisfaction through Glassdoor reviews and customer satisfaction through the American Customer Satisfaction Index (ACSI).The results?Chamberlain and Zhao discovered that each 1-star improvement in an employer’s Glassdoor company rating out of 5 is associated with a 1.3-point increase in customer satisfaction out of 100.“Across all companies and years, customer and employee satisfaction are positively linked. In our sample, there is a clear overall link between satisfied employees and happy customers,” the report says.5 Signs That a Company Will Be a Great Place to WorkHigher Customer Contact, Higher ImpactThe connection between customer and employee satisfaction was not equal across all sectors, though. In industries where front-line employees directly interact with customers, employee satisfaction had an even bigger impact on customer satisfaction.“Focusing only on sectors where front-line employees have the most direct and frequent contact with customers — including retail; restaurants, bars and food services; travel and tourism; financial services; and health care — we find the effect of satisfied workers on customer satisfaction is more than twice as strong, with each 1-star higher Glassdoor rating predicting 3.2 points higher customer satisfaction,” the report says.It might come as no surprise, then, that the satisfaction of employees in front-line roles like sales and customer service directly impacts customer satisfaction, regardless of industry. After all, it’s not easy to provide good service if you’re unhappy at work! 3.9★ 3.6★ Casino Table Game Associate (Customer Service) PT Gaming Sacramento, CA 3.7★ N/A 23 hours ago 23h 2.7★ 3.0★ Bi-lingual Customer Service Representative Motory Group Gainesville, FL Customer Service Associate / Project Manager Stone Tech Fabrication Trenton, NJ 3.6★ How Customer & Employee Satisfaction Boost EarningsSo it’s clear that employee satisfaction is closely tied to customer satisfaction — but how does that actually affect a business’s bottom line? By leveraging a 2006 study published in the Journal of Marketing that associated ACSI customer satisfaction score with stock market performance, Chamberlain and Zhao were able to estimate how an increase in employee satisfaction translates to financial gain.“Based on one recent estimate, each 1 percent increase in customer satisfaction is linked to 4.6 percent higher company market values,” the study says. “That translates into a predicted boost in company market valuations of 7.8 to 18.9 percent for each 1-star improvement in overall rating on Glassdoor — a potentially large financial boost from better customer satisfaction via an improvement in employee morale.”New Survey: Company Mission & Culture Matter More Than SalaryWhat It Means for YouIf you manage a team of direct reports, or serve as a leader in any way, this information offers unique insight into how you can boost team performance. Check in with your employees through regular one-on-ones, and consider sending them a survey so you can gauge how satisfied they are. Ask how satisfied they are overall, as well as what they currently enjoy about their job and what you can do to make it even better. Don’t just sit on this information, though — act on it! Employees who see meaningful action come as a result of their feedback will feel more acknowledged and empowered. And don’t forget to check in regularly so that you can measure your progress over time.Employees in non-managerial roles might want to leverage this data when making a case for investing in company culture — for example, it could be a lot easier to get funding for monthly pizza parties if you can prove to your boss that happier employees are more productive.And finally, if you’re searching for a customer-facing role — such as customer service or sales — make sure to keep this information in mind as you browse openings. No matter how great a company sounds on paper, or how much they’re willing to pay you, you won’t be set up for success if they don’t prioritize employee happiness. Read Glassdoor reviews to learn how current employees feel and talk to anybody you know who works there, or has in the past. In interviews, ask what the company is doing to invest in their company culture and keep an eye out for signs that employees love working there, such as a lively office brimming with laughter and activity. Being happy at work won’t just benefit your mood — it can help you advance your career.Read the full report: Happy Employees, Satisfied Customers: The Link Between Glassdoor Reviews & Customer Satisfaction Customer Service Representative Southern Management Corporation Moore, OKcenter_img Insurance Customer Service and Sales intouch Insurance Services Lake Balboa, CA 23 hours ago 23h 23 hours ago 23h 23 hours ago 23h 2.0★ 23 hours ago 23h N/A Customer Service Representative Great Falls Marketing Westbrook, ME 23 hours ago 23h 23 hours ago 23h US Department of Education Contract – Customer Service Representatives Needed! Delta Management Associates Merrimack, NH 23 hours ago 23h Available Customer Service Jobs Bilingual Spanish/English Retirement Plan Representative or Financial Customer Service Professional (Call Center) – Starting January 6th Empower Retirement Overland Park, KS Customer Service Representative Verizon Murfreesboro, TN View More Jobslast_img read more

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The league however will continue to penalize any

first_imgThe league, however, will continue to penalize any celebration deemed offensive, including those that embarrass opponents or mimic the use of weapons.“Players have told us they want more freedom to be able to express themselves,” Goodell wrote.That freedom had been stripped in many cases, with fans and media criticizing the NFL as being the “No Fun League.” A 15-yard penalty often was the price paid for excessiveness.Goodell’s email also mentioned how the league is placing an emphasis on speeding up the pace of games. To go with that, he said the league knows “that you love the spontaneous displays of emotion that come after a spectaculartouchdown.” Grace expects Greinke trade to have emotional impact 0 Comments   Share   Atlanta Falcons’ Mohamed Sanu reacts after catching a touchdown pass during the first half of the NFL football NFC championship game against the Green Bay Packers, Sunday, Jan. 22, 2017, in Atlanta. (AP Photo/John Bazemore) Following conversations with dozens of players, we’re making changes to our celebrations policy: https://t.co/1NLdEJjsGD— Roger Goodell (@nflcommish) May 23, 2017 Derrick Hall satisfied with D-backs’ buying and sellingcenter_img The 5: Takeaways from the Coyotes’ introduction of Alex Meruelo Top Stories Former Cardinals kicker Phil Dawson retires CHICAGO — The NFL wants to put some flair back into touchdown celebrations, allowing players to use the football as a prop,celebrate as a group and roll around on the ground again if they choose.In an email from Commissioner Roger Goodell sent to fans in an effort to deliver “a more exciting game experience,” the commissioner said the new guidelines came after conversations with more than 80 current and former players.last_img read more

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