Positive customer experiences are directly related to positive employees and a positive workplace environment. 9 out of 10 people say they are more productive in the presence of positive people. Well it’s no wonder. Science now tells us that when we are experiencing a positive emotion, we are more creative, we solve problems quicker, we’re more open to new ideas and we think in a more expansive way. And let’s face it, we’re a heck of lot nicer to be around.


Since we live in a predominantly negative world, positive workplaces don’t “just happen.” They are the result of deliberately crafted and lovingly tended cultures that are focused on the well-being of the customers and the employees.


I call them Positive, Customer-Caring cultures and for 25+ years I have been helping companies create them. When organizations focus their attention, their genius and their energy on keeping customers happy there is a bottom line result. An increase of only 5% in customer retention can boost bottom lines 25%-100%. Keep those retained customers happy and help them become loyal and that money stays and multiples as they tell their friends.


How do you do it? You inspire, engage and empower your people to make the customers happy. You have a plan of action that includes:

  • A hiring process so you bring in only the best suited
  • An orientation process that makes them feel welcome
  • Clear expectations so they know how to succeed
  • Training and coaching so they are competent in every aspect of their job
  • A manager that cares and recognizes and builds on their strengths

You support them with processes that work, technology that makes things easy and you help them find their groove in their work. Let them co-create the vision with you and reward that passion with things that matter to them.


Today’s best employees demand more than the traditional perks of business.


They want to:

  • Feel valued and appreciated
  • Share decision-making power with leadership
  • Make a meaningful contribution

Customer Happiness and Employee Happiness are inextricably connected. Both require a culture that is values centered and deliberate. Both require leadership that understands how to create “psychological capital” in the form of hope, optimism, resilience and efficacy.


When employees feel appreciated, valued, important, validated, welcomed, heard, safe, respected (and maybe even loved) they are more capable of delivering the discretionary effort that creates the going the extra mile behaviors customers love.


Want to read a little more? Check out Customer Care and Employee Care Go Hand in Hand