Is there a connection between happy employees and satisfied customers?
Research has proven that employee satisfaction is directly linked to customer satisfaction, and, of course, customer satisfaction is directly linked to return on investment. Human resources cannot be a function for hiring, firing and appraisals. They are the gatekeepers for employees and have to be concerned with the overall development of the individual. HR managers need to work with marketing research and learn techniques to find employee needs, similar to the way marketers find customer needs. Then they should cluster employees with similar needs into groups and develop specific employee engagement programmes for each group. They should then market the programmes to employees through the marketing department. Finally, HR should evaluate the results of these initiatives by systematically measuring employee satisfaction, looking at how it impacts productivity and return on investment. Employee satisfaction surveys have always been around. But why do they need to undertake employee mar
