Happy Employees ≠ Happy Customers
There is a correlation between the two things, but it isn't that straightforward
Some days ago I spotted a picture on LinkedIn. There was only one phrase on it: “The fastest way to get customers to love your brand is to get your employees to love their jobs.”
And I disagree.
These two things are connected, of course. But it doesn’t mean that one is the reason for another.
Employees may love their jobs for many different reasons:
– They do it because they believe their salaries are higher than they could be anywhere else;
– They love people they work with;
– They love work conditions they have, such as fancy coffee makers or free beer.
Their love to their jobs may or may not influence their productivity, let alone customer centricity.
But even though all the employees sincerely love what they do and their hearts bleed for customers, the internal inefficiency, intricate procedures, strategic mistakes or bureaucracy can nullify all their efforts.
Hence, even though making employees love their jobs is critically important, unfortunately it is neither fastest nor easiest way to get customers love your brand.
What do you think?
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