the solutions you’re too close to see.
the more than 41 years that we have been conducting research, the following key learning remains a cornerstone for business performance: There is typically a "disconnect" between management perceptions of a brand and employee/customer perceptions of a brand. This is the major reason why action plans are weaker than they could be in design.
- The attitudes of customers toward your brand are directly related to sales.
- The attitudes of the associates about your brand is directly related to job satisfaction, which in turn is correlated with successful, ongoing operations.
- The satisfaction of your associates with their job/company is highly correlated with the satisfaction of your customers with your brand.
- Keeping a pulse on internal (associate) and external (customer) attitudinal measurements enhances your ability to communicate and develop strategic and tactical actions that result in a stronger company and a stronger sale.