customer experience

A third dimension to employee & customer experiences.

Posted by John Brownhill, on January 5, 2021. Tags: , ,

January 2021 26 years ago, Harvard Review published its study of the service profit chain with US retail giant Sears, where it showed the positive impact employee satisfaction has on profitability.¬† In those days HR always played second fiddle to Finance, however with this ground-breaking study coinciding with the advent of employee self-service, there was […]

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