Loyalty Breeds Loyalty: Nailing Customer Churn through Satisfied and Loyal Employees in Telecom Sector of Pakistan

Author(s)

Rabia Sarfraz , Dr. Babak Mahmood ,

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Volume 6 - March 2017 (03)

Abstract

Customer retention is a serious concern for the organizations around the world. They want to retain employees so their profits can elevate but for the fulfillment of this desire, satisfaction and loyalty levels of employees need to be taken care of while making them work for the organization. The customer can’t be convinced not to churn if they are not satisfied with the services being offered to them and this level of satisfactory service can only be provided through the pool of satisfied employees who have loyalty running in their veins, for the organization they are working for. Employees transmit their satisfaction and loyalty into the customers they serve, resulting in a reduction in their churn behavior. loyalty can’t be bought, it has to be won, and service provider can win their customers’ loyalty through winning their employee's loyalty first and making them feel like they are at the right place which will increase the satisfaction level of both staff and customers alike. This study signifies the influence a satisfied and loyal employee can have on organization’s efforts to reduce subscribers from churning away. 

Keywords

Customer Churn, Customer Satisfaction, Customer Retention, Employee Satisfaction, Employee Loyalty

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