Earlier this year Fifth Quadrant in company with IBM researched and produced a cracker of a Whitepaper, titled Service Strategy Maturity: A Model for Business Performance. This was a study of over 100 Australian based organisations, the maturity of their service strategy and their business performance (efficiency, customer experience, employee engagement and revenue performance).
One of the key findings is noted below:
Employee Engagement and Operational Efficiency performance moderate the relationship between Customer Experience / Satisfaction performance and overall business performance.
Organisations that rate above average in terms of Customer Experience / Satisfaction performance are statistically significantly more likely to have above average Employee Engagement and Operational Efficiency performance. These two variables have a positive and significant relationship with Revenue Generation performance ratings.
This means that the study did not find a direct relationship between customer service and revenue rather an indirect relationship that was affected by employee engagement levels and efficiency and productivity levels.
This, ladies and gentlemen, straight and gay people, is very interesting.
We have long talked about happy employees meaning happy customers, a slogan which makes me want to vomit a little, but in fact now we have empirical evidence to prove that these two variables, employees and customers are intrinsically linked, cannot nor should not be untwined, and are highly dependent on each other. Only when this relationship is understood will organisations be able to optimise revenue performance.
This is so deep that I cannot write any more.
I am in a Zen state of reflection and wonder.
If you would like any more info on this please contact Chris at email@example.com
He is not in a Zen state. He is in a Researcher state. Different.
He does not hear the sound of one headphone screeching in the forest as I do.
I will stop now.
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