White Paper on
Employee
Loyalty
The Loyalty Research Center
Approach to Employee Loyalty
WHAT IS
EMPLOYEE LOYALTY?
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Employees are
a vital resource for nearly all
organizations, especially since they
represent a significant investment
in terms of locating, acquiring, and
training. The rationale for this
investment is that the employee
is pivotal in creating value to the
customer by means of effectively
implementing the organization’s
business model. In fact, for
many customers, their overall
experience with the organization is
based on experience with the
employee they deal with on any
particular transaction.
Employees have
ongoing choices/decisions that
impact their performance, the
customer’s experience, and
ultimately the organization’s
performance. A sample of these
choices/decisions include:
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Whether to
recommend the organization to
prospective employees as a place
to work;
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Whether to
recommend the products/services
of the organization to potential
or existing customers;
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Whether to
encourage others within the
organization to provide their
best effort every day and to
take pride in the organization;
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Whether to
continue working at the
organization or to start
searching for a new job;
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Whether to
work productively and adhere to
the organization’s processes.
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For more information contact:
Loyalty Research Center
931 East 86th Street, Suite 120
Indianapolis, IN 46240
Tel: (317) 465-1990
Fax: (317) 465-1991
Email:
LSeibert@loyaltyresearch.com
web: www.loyaltyresearch.com
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