Satisfied workers make for good service

Article Abstract:

Focusing on employee satisfaction can bring an improvement in customer service, according to travel management concern Rosenbluth International Chief Executive Hal Rosenbluth. The company has a range of programmes designed to ensure that its around 3,700 employees feel involved and valued. Staff are able to meet with senior managers, and are encouraged to express their views about the company. Rosenbluth feels that contented staff will naturally do their best to provide high levels of customer service.

Analysis, Employee motivation, Participatory management, Rosenbluth, Hal, Rosenbluth International Inc.

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The death of loyalty

Article Abstract:

Many companies are finding that downsizing is having a negative impact on their relations with their employees and with their customers. Many employees are still reasonably loyal to their colleagues, according to a study undertaken by outplacement firm Sanders and Sidney, but they no longer feel loyal to the company as a whole. Lack of staff loyalty seems to have a negative impact on customer loyalty, and this cannot be revived through initiatives such as loyalty cards.

Customer Relations, Surveys, Employee loyalty

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Sun, sea, sand - and success

Article Abstract:

It is important never to take customers for granted, according to package tour operator First Choice Chief Executive Peter Long. He feels that the market for cheap beach holidays is mature, but that the specialist holiday sector offers potential.

Company Profile, First Choice Holidays PLC, Long, Peter

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