Staff Employee Retention

Think that poor employee retention is only causing you internal hassles like re-recruitment costs and staff disruption? Think again. Research by Harvard Business School has demonstrated a clear link between staff retention and profit. Called the “Service-Profit” chain, the link was discovered a few decades ago and is even more relevant today.

In this section, we provide insight into the links between staff retention, customer service, customer satisfaction and profit. We show you how to use regular staff feedback to improve you staff retention and ultimately turbo-boost both your employees’ and your customers’ experiences.

summer reading list 2017 business
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Lindsay's Summer Reading List 2017

The summer is upon us once again. If the sun lounger or hammock is calling you, but you fancy reading something that's both relaxing and useful this summer, check out my 2017 reading list.This is a combination of new business books and golden…
how to measure internal customer satisfaction
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How to measure internal customer satisfaction

Businesses are a network built from a chain of processes and handoffs that generate a product or service.Each link in the chain is a different department serving the next link in the chain. If there’s a weak link, internal customer satisfaction…
Business books reading list
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Lindsay's summer reading list

As many of us start to ponder reading material for our summer vacation, I thought I would share with you five of the books I have been reading, or rereading, recently.If you're searching for a beachside blockbuster, you'll probably want…
employee engagement graph
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How to improve employee engagement

How to improve employee engagementWe are honoured this week to bring you an interview with the powerhouse that is Lesley Everett.Lesley is an international conference speaker, executive coach, TV presenter and author. She is a Fellow…
Employees Happy Faces Paper
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The ultimate employee engagement survey

How do you create the ultimate employee engagement survey? A survey which gets good response rates, which isn't a drain on your employees' time, and a survey which can give you a genuine early warning if your top talent is unhappy or planning…
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Your customer service team holds the key to your future profitability

Think even 5 years back, and your customers only ever really interacted with your sales team. The Internet and the way we buy things, has changed all that. The ‘subscription culture’ is the future. We have started to subscribe to things,…
customer-service-increases-profits
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How to stop 56% of your staff leaving you in the next year

Are your staff leaving you? Employee satisfaction is key In Episode 4 of Customer Thermometer TV, Mark Copeman talks to the founder of Fairley & Associates and the architect of the Design Industry Voices survey, Rachel Fairley who has…