I came across a great post (one of many) in Olivier Blanchard’s The Brand Builder blog that reinforces the happy employee-happy customer link (it even sports a title similar to one of my earlier posts).
What I love about Olivier’s post is “The Wheel of Customer Service and Brand Identity Doom” that models what he describes as “a self-perpetuating vicious cycle of substandard customer-to-brand experiences.”
It’s a great visual and one that many managers need to be reminded of. Sadly, there are also too many consumers and employees who would agree.
More to follow in my next post …