Many business understand that customer satisfaction and loyalty are often tied to the employees who work there. In general, workers who feel their higher-ups listen to them, appreciate their hard work and reward them for a job well done are likely to provide with better service.
In fact, a survey by the Harvard Business Review revealed investing in employees is a common thread linking the 10 Principal Best Companies.
General Motors recently decided to adopt this strategy within its dealerships and has announced that employees will now receive a yearly bonus as a reward for meeting customer satisfaction and loyalty benchmarks. This is part of a two-year campaign lead by Mark Reuss, who has been heading sales in North America, reports Automotive News.
"That is the ultimate result of why we're doing all of this, right? People come back and buy our cars and trucks," Reuss told the news source.
To enhance the company's strategies regarding customer experience management, Reuss has even asked Chevrolet dealers to visits Walt Disney resorts and Cadillac dealers to learn about the Ritz-Carlton service standards, the media outlet adds. Disney resorts are known for their ability to enchant customers, while Ritz-Carlton hotels are the gold-standard for service, boasting employees who anticipate clients' needs and go above and beyond to meet them.
Reuss' hopes that by implementing new service strategies, such as "customer zealotry," GM brands will earn the top spots in customer service ratings in two years, the source adds. To accomplish his ambitious goals, Reuss has decided to implement new measures of success. For example, the company is rolling out a new metrics system, which will be decided by a third-party, based on sales data and an established loyalty target.
When internal customer loyalty measures are not yielding the results companies are hoping for, they might want to bring in a neutral third-party, such as a mystery shopping company, to provide unbiased repor