In an agency-client meeting, a client revealed that a motivational poster emphasizing "the customer always comes first" had unintended negative consequences. Rather than improving customer service, it fostered low morale among employees, who felt undervalued and ignored. This resulted in poor employee engagement, which in turn directly affected customer experiences. The article highlights that focusing solely on customers can undermine the needs and feelings of employees, ultimately harming the company's effectiveness and customer satisfaction. A healthy workplace culture needs to value employees to successfully enhance customer relations.
The way your employees feel is how your customers will feel.
The problem was how it made employees feel-like second-class citizens in their own workplace.
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