Our topic is Customer Satisfaction

As you may know, one of the most crucial aspects that every business should prioritize, if not the most important, is customer satisfaction. Therefore, it is essential for a company management to consider what can be done to increase customer satisfaction. When searching online for information on how to improve customer satisfaction, you will come across similar answers from various search engines:

Providing higher quality products or services.
Obtaining regular feedback from customers.
Understanding your customers well.
Establishing effective communication with customers.
Maintaining communication through multiple channels.
Providing quick and effective solutions.
Encouraging customer loyalty.
Training your employees in these areas.

However, what is noticeably missing from these answers is the importance of employee satisfaction. It is surprising that such an essential factor as employee satisfaction is not included in the list of things to be done to increase customer satisfaction.

As it is very common these days, I also tried asking my highly knowledgeable artificial intelligence friends(!), and even in their lengthy responses, they did not mention employee satisfaction!

Of course, the benefits of the above-mentioned practices are significant. They have been experienced by thousands of companies over the years and are indeed valid. However, as someone with 33 years of work experience, I can confidently say that you cannot achieve lasting customer satisfaction without first satisfying your employees.

The reason is straightforward. Because the unhappiness of your employees will inevitably be reflected in your customers. It may be instantaneous in the case of small businesses, such as a grocery store or a fast-food restaurant, where the reflection of employee satisfaction (or lack thereof) on customers can be immediate. However, in large corporations with globally recognized products, this reflection may take months or even years.

In summary, regardless of whether you are producing products for the world’s most prestigious brand and your products do not leave the factory without passing through all quality control filters, if the majority of your employees are not satisfied with their work, your customers will not be satisfied with your products or services, especially services. Period!