“Happiness in the workplace is a strategic advantage.”
So says Hal Rosenbluth in his book, The Customer Comes Second (2nd edition). He explains: “Service comes from the heart, and people who feel cared for will care more. Unhappiness results in error, turnover, and other evils.”
I agree with him 1000% … it’s what internal marketing is all about.
Beyond the inherent logic linking employee and customer satisfaction, there’s a lot of research that supports a positive, mutually reinforcing relationship between employees and customers. (Check out The Service Profit Chain in addition to Rosenbluth’s book.)
But do happy employees = happy customers? (It’s a question I’m often asked in my internal marketing seminars.)
It’s an oversimplification to be sure … but you can’t have one without the other. Remember, if your employees don’t feel valued, neither will your customers!