Outstanding customer satisfaction: the key to a talented workforce?

Deskripsi

Explores the dual benefits of customer satisfaction, drawing on research by Luo and Homburg (2007). The study reveals that high customer satisfaction not only enhances brand loyalty and profitability but also significantly improves human capital performance—leading to a more talented workforce, higher employee retention, and reduced recruitment costs. The study bridges marketing and HR management, advocating for customer satisfaction metrics to be leveraged in both consumer and labor markets. By aligning customer-centric strategies with workforce development, companies can achieve sustainable competitive advantages through cost-efficient marketing and a motivated, high-performing workforce.