Last week on Positive Organizational Behavior, LeaderLab contributor Bret Simmons outlined the surprising findings of a study from the Journal of Applied Psychology. The results verify the theory behind the service-profit chain and found something else: managers matter.
So glad you posted this! When we expect our staff to treat customers extraordinarily well, it starts at the top. Leaders ALWAYS need to treat their internal customers as well as, if not better, than the way the paying customer should be treated. It can’t be one of those, do as I say, but not as I do scenarios. I focus on this service principle all of the time with my clients.
It’s nice to have the statistics point out what we have already known, but haven’t always had the numbers to back it up so clearly.
Kristina Evey
Customer Experience Queen
Kristina,
Thanks for the comment. Welcome to LeaderLab. You’re absolutely right. This has been a growing idea for quite some time. What I love about this video (and the accompanying study) is that it validates a theory most outstanding customer experience people (yourself) have had for a long time.
Thanks again,
db
Great post and valuable insights from you. While most understand this, you put it in a very easy to absorb way and having real research behind this helps us make the point to the skeptics out there. Thanks!
Thanks Tom. I’ll forward that along to Bret (who also hangs out at bretlsimmons.com; his stuff is great). Thanks for the comment.
Great summary David, thanks for catching the study & posting your review!
Love to take the credit…but Bret Simmons (LeaderLab contributor and at BretLSimmons.com) did the video.