How important is customer satisfaction and experience, and what does it have to do with learning and development?
There is the old adage, “The customer is always right,” and countless books and papers outlining business strategies that put customers at the forefront of everything. Brandon Hall Group research says that the number one business priority for organizations through 2020 is customer satisfaction. It far outranked things like gaining market share, developing new products and retaining top talent. But how do we improve customer satisfaction? And are we chasing it at the expense of other things, ultimately causing it to decline?
Richard Branson of Virgin Group famously said, “Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.”