Every good employee that quits and has to be replaced is a cost to your business.
Every customer that has a bad experience with your product or service is also a cost to your business.
The loyalty of your employees and customers are paramount conditions for your success. You cannot take this loyalty for granted. It is something that has to be worked on everyday—from communication to caring, from quality to excellence, from empowerment to dialogue, from employee benefits to customer value for money, everything you do should focus on enhancing the employee and customer experience.
At the very core of these two sets of experiences lie the values that you and your leadership team demonstrate through your organisational culture.
Mapping these values to understand where you are successful and where you are failing is essential for monitoring the employee and customer experience. .
Chapter 19: Organisational Mastery