Richard Branson is credited with saying the following "I take care of my employees and they take care of my Customers". Additionally, when applied to services industries, a triangle is used to represent the relationship between the organization, the employees and the Customer. Initially this representation was used mostly for those situations where the employee was Customer-facing, but in today's knowledge-intensive environment the importance of the employee being aligned with the Customer's needs is more important than ever, and for that, the employees wellbeing is paramount. Bottom line, you can't create a good Customer experience with unhappy & unmotivated employees.
Richard Branson is credited with saying the following "I take care of my employees and they take care of my Customers". Additionally, when applied to services industries, a triangle is used to represent the relationship between the organization, the employees and the Customer. Initially this representation was used mostly for those situations where the employee was Customer-facing, but in today's knowledge-intensive environment the importance of the employee being aligned with the Customer's needs is more important than ever, and for that, the employees wellbeing is paramount. Bottom line, you can't create a good Customer experience with unhappy & unmotivated employees.