Most business leaders would put increased customer satisfaction at the top of their priority list as the best driver of repeat business and sustainable growth. Each new development will be finely scrutinized to see what the effect is likely to be on customers. How will this affect their experience? How will this make their lives easier?
At the same time, businesses are concerned about retaining their skilled employees. Employee engagement is another hot topic, and we are often exhorted to offer free, unlimited flavored water and that sort of thing to keep staff. But businesses that bend over backward to serve their customers don’t always afford their frontline staff the same consideration. In my book, that is a mistake.
