Customer Driven Human Resource Management

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Engaging customer views in the course of conducting business is a major way of knowing the satisfaction levels of the clients, and how to make sure that they become regulars. As such, it becomes important to ensure that the employees of an organization are working as a whole to ensure that there is overall greater customer satisfaction, that is the clients are receiving high-quality services as they enjoy high quality goods. As such, this study takes a look at the effects of the education to the employees on the provision of high quality goods and services and their effects on the overall business productivity and customer retention.

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From the onset, we may use the data from the table as an indicator of the position that customer interactions hold for the purpose of profitability of a company. The employee is the point of contact between the company and the client. As such, the behaviors of the employee towards the client will shape the dispositions that the client has towards a company and its products. For example, a client is more likely to go to a place with great service as opposed to a place without this standard and quality of service. This is a direct indication of the impact that the employee has towards the reputation of the company. As such, the decision to make sure that the employees were trained on the importance of customer relation becomes an important aspect to consider. It simply means that the projection of the company towards its clients had changed via this training. The key learnings thus obtained in the course of this study include the employee's ability to change the perception of the company during client-employee interactions.

Just like the case is for patient-nurse interactions in nursing and its impact on the quality of care (Haugan, Innstrand, & Moksness, 2012), there is a similar relationship that exists between the interactions of the employee and client in the course of business, and the outcomes of client satisfaction and retention trends. Consider the change that was noted after the teaching on importance of customer-employee interactions and the changes that were implemented. The number of dissatisfied clients reduced from 15% to 5%, while the number of clients that said they were satisfied and likely to come back increased with the same margin from 70% to 80%.

While it may not be possible to show the exact movement of clients from one category to another, it seems quite apparent that the effect of teaching the employees on best practice with regards to dealing with the clients has paid off. In the model of nursing mentioned above, the nurse is seen as the primary agent of the healthcare institution, and their interactions with the patient determined the patients rating of the quality of care. In the case of negligence or a lack of professional practice in some area, the whole institution is painted in a negative light (Kavanagh, Ciminoti, Abusalem, & Coty, 2012). As such, healthcare institutions have taken upon themselves to ensure the consistent and constant training of nurses to ensure best practice when interacting with patients including cultures such as evidence-based practice and personalized care approaches (Stevens, 2013).

Considering the approach in the management of employees in other kinds of organizations, there have been trends that have ensured that the employees understand the importance of high quality services while at the same time giving high quality goods. It is simply not enough to give high quality goods, but the kind of service will inform the customer on whether or not to deal with such an organization again.

If we begin to consider the numbers, we assume that every 500 clients per month spends $500 at the shop for example a 10% increase in the number of customers who would come back would mean that 50 more customers would be coming back to spend the $500, translating to extra revenue of $25000 per month. If the same number of customers decided to spend $1000 instead of the normal $500 because of the excellence of service that they receive, if perhaps we considered that the business in question was a restaurant, this means that the company would have an extra revenue of $50000 in the same month. These figures are in addition to the already-existing numbers that there in the course of conducting business before the change was implemented.

Despite the long-term nature of organizational change benefits, they can begin to be felt at the change of certain organizational cultures to ensure that service is more client-centered and answering to the needs of those being served. Whether the business is online or has a physical location, the organizational culture of the employees will always determine the productivity of such an organization since the employees are the drivers of the company (Yoon, 2009). Furthermore, consideration of the client cultures is important in providing the right service with the right quality to the client in mind. For example, eating habits among restaurant clients is a point of consideration when setting up such a business.

In conclusion, training on quality values for employees is vital in the course of customer retention and satisfaction practices. Just like it is the case in the field of nursing, the employee is the representative of the organization. The better the presentation, the higher the rating that the client will give the company. This in turn means there is a high likelihood that the client will come back.


Haugan, G., Innstrand, S., & Moksness, U. (2012). The effect of nurse-patient interaction on anxiety and depression in cognitively intact nursing home patients. Journal of Clinical Nursing.

Kavanagh, K., Ciminoti, J., Abusalem, S., & Coty, M. (2012). Moving healthcare quality forward with nurse-sensitive value-based purchasing. Journal of Nursing Scholarship, 385-95.

Stevens, K. (2013). The impact of evidence-based practice in nursing and their next big ideas. The Online Journal of Issues in Nursing.

Yoon, C. (2009). The effects of national culture values on consumer acceptance of e-commerce: online shoppers in China. Information and Management, 294-301.

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