Bernie Heine explains why your employees are key to the public perception of your brand, and what you should do to ensure a positive message is shared.
A recent study found that about 64% of global consumers have avoided a brand because of a bad experience they had within the past year. Almost half say they have avoided a company because of its reputation or negative social reviews. We’ve seen this happen many times, even with big corporations. For example, after the Volkswagen chaos of 2015, when the company chose to “cheat” emission testings, the public willingness to buy the brand fell by 28%.
Reviews and public perception are the bread-and-butter of consumer behavior. One study suggests that 97% of participants consider the customer reviews a factor in their buying decisions, and 92% of consumers hesitate to buy products or services when there are no customer reviews.
Benefits of Employee Happiness
Now, customer reviews and employee happiness might not be a clear connection at first. But, when employees are unhappy and not fully engaged, they’re much more likely to leave, which leads to higher turnover rates. In addition, training new employees to treat customers to the standards you have takes time and money. Not to mention, unhappy employees are much more likely to pass down their frustration to your customers. Thus, potentially damaging the company’s public perception.
On the contrary, when employees are happy and engaged at work, they’re more likely to stay, stay committed to bettering the customer experience and work towards the brand’s benefits.
Key points include:
- Greater Productivity
- Better Work Environment
- Increased Creativity
Read the full article, 4 Ways Happy Employees Impact Public Perception of Your Brand, on TheProfessionalBusinessCoaches.com.