RocketTheme Joomla Templates
Home Qittitut resources Challenges in HR

By Bill Thomas
OE&D Practice Leader
Qittitut Consulting, LLC

All in favor of employees, say "Aye"

icon_pdfIn a recent presentation to a group of HR leaders, I ended my session with the comment, "If you take care of the ­customer, everything else takes care of itself." My reasoning was that if you focus on the customer, your revenues and profits will grow, enabling you to invest money back into your business and hopefully back into your people in the form of rewards and growth opportunities. I also believe that companies who have satisfied customers are more likely to have satisfied employees. Nobody likes working for a company that's getting constantly hammered by its customers over price, quality, service or other issues. When customers hold a company in high regard, it's much easier to nurture employee loyalty and a spirit of winning.

By Bill Thomas
OE&D Practice Leader
Qittitut Consulting, LLC

icon_pdfWe've heard it all before and all too often: HR needs to be more strategic; needs to be more connected to the business or operation; needs to connect the things going on inside the company to things going on outside; needs to build the intangibles that create added market or social value, etc., etc. What we haven't heard much of, though, is what exactly does all of that mean? What does it look like? What specific steps can we take to meet those expectations?

  • We hired Qittitut to help us develop and implement a Customer Excellence strategy designed to measure, improve and leverage the satisfaction and loyalty of our customers—and further differentiate us in the marketplace. Their expertise in this area and their ability to quickly understand our industry and culture were invaluable to our efforts. I would highly recommend them to any company seeking to take their customers’ experience to the next level.

    Director of Customer Excellence, Gas Pipeline Company

  • 1