Customer Focus: Direct Link to High Performers

Posted on October 27, 2011 by TNS Consulting Team (via Scott Spayd)

When you hear about high-performing companies, which ones come to mind? Motorola? Hewitt? Microsoft? Johnson & Johnson? Your own company?

Our latest publication entitled, “Employee Engagement – To What End?” discusses how high performing companies retain employees In a recent survey analysis of more than 145 companies and 1.5 million employees by TNS Employee Insights, (our company), we found that high performing companies’ main focus is on customers. Leaders of companies showing sustained financial growth have better relationships with their employees, and employees are more customer focused in return.

As we are coming out of this recession, employers are getting nervous because they could be at risk of losing key talent. We know how costly turnover can be, and it would serve employers best to find ways to retain talent and thereby working on ways to keep employees engaged.

High performing companies look for new and better ways to improve performance, and have a vision for the future that is inspiring. They are more likely to be in constant communication with their employees through its intranet or newsletters. In a blog written by Carol Morrison of HR World, she finds that companies are increasing their emphasis on talent management, “a term that encompasses a wide range of people-centered strategies”: focus on succession planning, leadership training for line managers, rewards-system improvements, and elimination of “toxic” managers. “Compensation increases trailed other options.”

TNS believes that high performing companies are dedicated to understanding customer needs and using that knowledge to improve how they do their jobs, understand what drives the competition, and are highly market-focused.

In my own personal view, if anything good has come out of this recession, it’s the realization that even the lowest level employee can no longer sit back and be unaware of the company’s revenue and customer base. In by-gone days, that was the responsibility of management, even upper management to have that worry on their shoulders. We just took orders. However, to be truly engaged is to have a more ubiquitous view of the company from every angle. We can no longer just concern ourselves with keeping “our own backyards” clean and tidy. It’s the new wave to look beyond those backyards, with a vision of an owner who is constantly concerned about the company’s bottom-line.

TNS Consulting Team (via Scott Spayd)

About TNS Consulting Team (via Scott Spayd)

Great companies know that it takes highly engaged employees to retain customers and make their brand promise come alive. To make the connection between your employees, customers and brand, you need a partner with deep expertise across several areas. Only KANTAR TNS has over two decades of employee survey experience, as well as access to the consultative and research resources of the world’s largest customer satisfaction benchmark database and brand analytics research. Whether you have 200 employees or 200,000, Kantar TNS has the expertise and the advanced measurement, reporting, and follow up tools you need to deliver on your employee and customer brand promise.

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