About 10 years ago, Brad Whitworth at Hewlett-Packard found a statistical correlation between employees’ satisfaction with face-to-face communication with their supervisors and those employees’ productivity and intention to stay with the company, both of which are measurable bottom-line issues.
Feedback from the Front Lines
Few companies have created systems for raw customer feedback to make its way up the chain of command to someone who can actually change the way things operate.
The linear connection between employee and customer satisfaction
Identifying and isolating the role employee communication plays in customer satisfaction and other business results
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