Slide share esomar article - imapct of quality and customer satisfaction on employee satisfaction
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Here is an award winning article I co-authoured back when I managed the research methodology function of Walker: CSM who was doing about $30 million in sales at that time. The key here were the drivers of employee satisfaction being tied to 3 critical elements: does senior management really believe customers are important or just say the words; does senior management really believe employees are important or just say the words; does senior management really believe in excellence or just say the words.
