![\"service](\"http:\/\/cdn2.business2community.com\/wp-content\/uploads\/2015\/02\/service-profit-chain.gif.gif\")
<\/p>\nLoyal customers come from having amazing experiences with your company. Those amazing experiences come from employees that are engaged and willing to go that extra mile.<\/p>\n
Too many companies still haven\u2019t figured out that if they want \u201cthe customer to come first,\u201d they have to treat their employees better and make sure they\u2019re happy.\u00a0<\/p>\n
Who do you think is dealing with the customers?<\/p>\n
Zappos is well known for their company culture, so does it come as a surprise that 75 percent of purchases come from returning customers?<\/p>\n
That\u2019s an amazing statistic and is part of the reason they were able to grow so quickly. One of their core values is \u201cDeliver WOW Through Service.\u201d They expect every employee to \u201cwow\u201d their customers, and they do this by giving employees the autonomy to handle situations in any way they see fit.<\/p>\n
Call centers are notoriously bad in terms of employee satisfaction and retention. Every call center I\u2019ve ever worked at had insane amounts of turnover, and being a call center agent generally isn\u2019t the most exciting job in the world.<\/p>\n
What impresses me so much with Zappos is that they\u2019ve managed to take a seemingly boring job and turn it into something amazing. They\u2019re able to do this because they\u2019re so focused on culture and hiring for culture fit.<\/p>\n
Look at this video of Tony Hsieh (CEO of Zappos) talking about how they hire for culture fit.<\/p>\n
They refuse candidates if they don\u2019t fit the culture, and they fire employees if they\u2019re not fitting in the culture. One of their more famous parts of the hiring process is during the training process, they offer people $2,000 on the spot to quit if they feel like they don\u2019t fit the culture.<\/p>\n
I\u2019ve written about this previously, but it\u2019s so important that I\u2019ll talk about it again. The service-profit chain is the path from employee satisfaction to profits and revenue.<\/p>\n
<\/p>\n
The way it works is:<\/p>\n
The service-profit chain is originally from an article in Harvard Business Review from 1994. It\u2019s amazing that this is still so relevant today, and that there are still so many companies that don\u2019t get it.<\/p>\n
If any manager out there is wondering how to improve their company culture, the service-profit chain is your answer. Looking at the chain, the first item is the most important to take care of because it will lead to the rest.<\/p>\n
The way they define \u201cinternal quality\u201d is an employee\u2019s satisfaction with the overall work environment. Things like how employees feel about their work, their colleagues, and the company in general.<\/p>\n
This is why employee pulse survey software\u00a0is so important to use. Companies need to be constantly measuring their employee engagement in order to improve it.<\/p>\n
There\u2019s no need to do this all by yourself. Include employees in the process, and show them that you value their opinions.<\/p>\n
Collect frequent feedback from them about what could be improved with their work, how they could be more productive, and what would make them provide better service. Be incredibly open and honest, and have real conversations with your employees about these things.<\/p>\n
Intrinsically, employees want to do good work and provide great service, and chances are, they know exactly what\u2019s wrong.<\/p>\n
Do you think culture affects customer loyalty?<\/p>\n
This article was written by Jacob Shriar from Business2Community and was legally licensed through the NewsCred publisher network.\u00a0SmartRecruiters is the\u00a0hiring success\u00a0platform<\/a>\u00a0to find and hire great people.<\/p>\n![\"\"](\"https:\/\/pixel.newscred.com\/px.gif?key=YXJ0aWNsZT0zMzVkMDAyM2JlNGUwYzhiMTFmZTZlNmQ3OGYwY2EzYyZwdWJsaXNoZXI9YTdjZjY4YjgwOGFiZTIzN2M1ZWJiN2FiYzRhMzhjYzM=\")
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