CREATING LOYAL EMPLOYEES
Loyal employees:
- tell others what a great company they work for
- recruit good people to fill open jobs
- buy the company's products or services
- stay longer and work harder
Satisfaction is a measure of what people think about a situation, not what they would do. 60% to 80% of consumers who change brands were satisfied with the brand they left.
Loyalty comes from continuously exceeding expectations of your employees. And that's a science. It requires constant feedback from your employees to force continuous improvement in how you manage them.
Finding out what employees expect isn't difficult. Surveys exist to measure the gap between expectation and engagement - not satisfaction.
Source: John Sullivan
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