Study Cites Overall Customer Satisfaction in Banks, Movers tied to Employee Loyalty

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Corporate Business Council study ties elusive goal of customer satisfaction to employee loyality. Varied companies nationally find Chaplain Care Teams like Marketplace Chaplains have helped achieve workplace goals

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“Marketplace Chaplains have been an integral part of First Southern National Bank’s culture, providing an invaluable service to our team members and customers as well, in our customer-driven business," Gina Meade, Director of Human Resources

A recent Corporate Business Council (CBC) study shows that customer satisfaction is often driven by employee loyalty to the company. Many organizations like banks, automotive dealers and moving companies around the country have found that having a Chaplain Care Team like Marketplace Chaplains is a unique and innovative strategy that helps them achieve this elusive goal.

CBC study organizers said there is a clear link between employee and customer satisfaction. “Employee satisfaction leads to added value and service which produces customer satisfaction,” the conclusion stated.

Gina Meade, Director of Human Resources for First Southern National Bank with several locations in the Southeast, said having Marketplace Chaplains has been a huge help for her growing company.

“Marketplace Chaplains have been an integral part of First Southern National Bank’s culture, providing an invaluable service to our team members and customers as well, in our customer-driven business.”

Another customer-focused business, Albert Moving & Storage in Wichita Falls, Texas which uses Marketplace Chaplains, agreed with the CBC studies’ conclusion.

“Everyday our employees help customers through the stressful, life changing process of moving. Team members support dozens of stressed customers per week. Having our chaplains available to listen and provide encouragement really helps strengthen our team's resolve to provide each customer an experience that exceeds their expectations.”

Michael Matetich, runs a large, family-owned auto dealership in the Dallas area, Jupiter Chevrolet, and says having Marketplace Chaplains in his dealership has been an excellent management resource in his executive’s toolbox to help his employees.

“In the beginning, our dealership and employees were always worrying about their jobs, not making enough money and didn’t really like the job environment,” he said. “That’s certainly something that could carry over to our customers and in turn hurt our income and overall customer experience.”

In the last eight years, Marketplace Chaplains have worked with Jupiter’s hundreds of employees and their family members, with the change in employee satisfaction and customer loyalty being measurable.

“Now, they are asking for advice on personal matters on things which matter to them,” he added. “They like working here more because of the family atmosphere and they know we care. That carries over as well to the customers,” said Matetich.

“When internal customers (employees) are happy, they treat external customers well. Customers will keep coming back. This grows the relationship and leads to customer loyalty,” said Richard Federico, Vice President and National Work-Life Practice Leader at The Segal Company in “Survey Links Work-Life Programs to Employee Performance.”

PricewaterhouseCoopers reported in April of 2002 that 47 percent of surveyed executives from multi-national companies cite employee satisfaction and decreased turnover as major contributors to long-term shareholder return.

Ray Huffines, a multi-generational, multi-location North Texas auto dealership owner-operator has seen Marketplace Chaplains make a huge difference in his employees’ lives and in the hyper-competitive local auto dealership business.

“I believe that by having the Chaplain Service it has helped us attract the quality team members that are a good fit for our organization. It sets us apart from our competition.”

“Turnover in team members is costly in a lot of ways; the Chaplain Service helps to keep team members satisfied by the care they receive,” said Huffines.

Marketplace Chaplain Charlotte Turner said, “The recurring business theme I see in the dealership is by helping employees, it leads to increased satisfaction, productivity and loyalty.”

“The powerful positive impact on employees because of our chaplains’ care is frequently evident to everyone around them – including the owners/leaders of the businesses who truly appreciate our unique chaplaincy service, providing support and encouragement for their employees in ways that they simply could not otherwise offer,” said Turner.

For additional information on this fast-growing corporate strategic initiative, featured on NBC Nightly News, CNN, Washington Post and the New York Times, visit http://www.mchapusa.com.

For information or to arrange an interview with a client company or local chaplain, contact Art Stricklin at artstricklin(at)mchapusa(dot)com or 1-800-775-7657.

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Art Stricklin