Titled “The Consumer Should Come Second,” the article talks about the importance of keeping your employees happy in the workplace.
We were recently featured in the 2017 fall issue of Cincinnati’s LEAD Magazine, a business-to-business publication for executives in the area.
Out with the old and in with the new. In the article, “The Consumer Should Come Second,” our own Brad Clark says the old saying, “the customer’s always right” is not the rule you should be following anymore.
Taking an interest in your employees is the key to being successful with customer service. Valuing and taking care of employees is what is going to carry over into customer’s experiences with your brand.
“Now, more so than ever, your employees are your brand,” says Brad Clark of Centric Consulting. “In today’s rating economy, it’s pretty easy to be seen as a positive or negative brand after your customers easily and publicly rate their single experiences. Companies may be hyper-focused on the customer, but without first taking care of those employees who are directly in contact with the customers, any customer experience initiative is doomed to fail.
“If employees are taken care of, valued and feel a tie to the overall mission and vision of the company, it will be felt through the customer experience. Engaged employees foster positive experiences that create engaged customers.”