Customer driven organizations are earning high profits, and employees play a major roe behind Customer's Satisfaction and retention.

1. Presentation
On
“Employees Role in Terms of Customer
Satisfaction”
Prepared by:
Jagriti Singh

3. “Employees Role in
Terms of Customer
Satisfaction”

4. Customer
Customer can be anyone –
 An individual
 An entity
 A group
 Supplier, Manufacturer, Employee, Industry, or
Government
 “Customer is the King of Market”

5. Why companies need to
understand their customers?
 Revenue Generation
 Strategy and Policy formulation
 Creating Brand Image
 Maintain long term sustainability
 Beat the competition
 Better innovations
 Identify potential customers
 Forecast future opportunities.

6. What steps could be taken to
understand Customer’s needs?
 Market Research
 Know Your Customers (KYC)
 Customer Relationship Management
 Better Employee Relationship

7. Employee
“Our assets walk out of the door each evening.
We have to make sure that they come back the
next morning. – Narayana Murthy”
 A crucial asset,
 A person working for organization in return of
monetary benefits,
 Can be permanent or temporary,

8. How motivated employees are
more beneficial?
“Poorly motivated people can nullify the soundest
organization. – Allen”
 Increased Productivity
 Better outcomes
 Long term commitments
 Less effort on monitoring
 Innovative ideas
 Dedicated workforce
 Time effective results.

9. How to motivate them?
 Better communication
 Recognition & Reward
 Quality of Work life
 Leaders/ Managers Role

10. Customer & Employee
Relation
Happy
Employees
Happy
Customers
Successful
Company

11. Satisfaction:
 Customer’s Satisfaction
 Employee’s Satisfaction

12. Satisfaction?
3 Equations:
 If P < E = dissatisfied
 If P = E = satisfied
 If P > E = highly satisfied/ delighted,
where, P = Perceived value, E = Expected value,
 Case I: The expectations were higher and not meet, in
such case the level of satisfaction is very low and the
person remains dissatisfied.
 Case II: The actual value received meets the expectations
and the person reaches to the stage of satisfaction.
 Case III: The outcome perceived was way too larger than
the individual’s expectations, in such case they feel
delighted and more than satisfied.

13. Customer Satisfaction
(Source: http://encrypted-tbn0.gstatic.com/images)

14. Components of Customer
Satisfaction
 Quality,
 Value,
 Timeliness,
 Ease of Access,
 Environment,
 Interdepartmental Teamwork,
 Front Line Service Behaviors,
 Commitment to the Customers, and
 Innovation.

15. Employee Satisfaction
(Source: http://google.com/search )

16. Components of Employee
Satisfaction
 Compensation,
 Challenge & Opportunity,
 Sense of Accomplishment,
 Belongingness,
 Work/life Balance,
 Safety & welfare at workplace,
 Career Growth,
 Recognition.

17. Employee & Customer
Satisfaction: Interlinked
 Employee plays vital role in customer
satisfaction
 Heskett’s model of “Service Profit
Chain”

18. Service profit Chain
A pictorial presentation:
(Source: http://www.1000ventures.com/business_guide/im_s-p_chain.html)

19. Facts & Figures:
1. Companies with highly engaged employees outperform
their competitors by 147%.
2. Companies that excel at customer experience have 1.5
times more engaged employees than companies with poor
customer experience.
3. Companies that invest in employee experience are 4 times
more profitable than those who don’t.
(Source 1: www.gallup.com/services/190118/engagedworkplace)
(Source 2: www.experiencematters.blog/2016/02/16/report-employee-engagement-benchmark-study-2016)
(Source 3: www.blog.wellable.co/2017/04/19/employee-experience-delivers-roi)

20. Example :
 GOOGLE
 Google is a internet
search Engine.
 It has scored 83.6 in
American Customer
Satisfaction Index
(ACSI) Score of year
2018.
 It has been highly
ranked on Glassdoor’s
best place to work
Survey.
 Chick-Fil-A
 It is a Limited
Service Restaurant.
 It has scored 83.6 in
American Customer
Satisfaction Index
(ACSI) Score of year
2018.
 Its employees were
rated “the most polite
in their industry
category”.
(Source: https://www.forbes.com/sites/christopherelliott/2018/07/11/these-
companies-have- the-best-customer-services-here-why/amp/ )

21. Findings:
Employee’s major contributions in
Customer Satisfaction
 Quality delivery
 Problem solving
 Ethical response
 Psychological &Emotional understanding
 Customer experience

22. Does employees satisfaction actually
impact customer’s satisfaction??
Favor
 Surveys and data
supported.
 The service
industry is highly
influenced with
employees work
and behavior.
Against
 Job Insecurity
 There are few manufacturing units
which totally depends upon technology
and production, and thus is
comparatively very less affected by
employee’s on productivity.
 Emergence of AI
 James A Harrington showed in his
research that Employee satisfaction was
not a major factor for customer
satisfaction.
 A Northwestern University study found
a weak relationship between the two for
100 companies in media industry.
(source: http://customerstrategy.net/employee-customer-satisfaction)

23. Conclusion:
 Companies nowadays are customer-oriented.
 Customer retention, satisfaction and loyalty is
important for long run.
 The employee and customer relation are highly
interlinked.
 Satisfied employees influence and contribute
towards customers satisfaction.
 A focus should be on employee engagement.
 Organizations need to balance between its
resources for ultimate goal of growth &
sustainability.

24. Thank you!