Organisations with satisfied employees have satisfied customers, and thus improved financial performance.

Employees are one of the most important contributors to an organisation’s success as they have the ability to influence the attitude and behaviour of customers.

A study by Professor Oakley (Purdue University) uncovered a direct link between employee satisfaction, and customer satisfaction and also between customer satisfaction and improved financial performance.

He discovered that organisations with engaged employees have customers who use their products more and that increased customer usage led to higher levels of customer satisfaction. Further, he discovered that it was the organisation’s employees who had the greatest influence on the behaviour and attitudes of customers and it is customers who drive an organisation’s profitability through the purchase and use of its products.

In the end, customers who are more satisfied with an organisation’s products are less expensive to serve, use the product more and, hence, are more profitable customers.

By ensuring that customer facing employees possess "fit" to their roles and are highly engaged, customer service levels increase generating increased revenue and profitability.

View a brief video on the "Importance of JobFit™" (click here).