Employees and Customers

Should employees and customers be treated in the same way? In our activities this week, we have been looking at ‘people’ as an important component in the extended marketing mix. Organizations are focused on keeping customers at the heart of their business and ensuring they are satisfied. But are they too focused on their customers to the detriment of their employees? Prossack (2019) wrote in Forbes Magazine that employees drive customer satisfaction, setting ‘the tone for positive or negative customer experience’. You can read more here: Prossack, A., 2019. How Employee Satisfaction Affects Customer Satisfaction. [online] Available at: [Accessed 14 May 2020]. Additional Resource If accessible from your country, you may like to watch this TED talk by organizational behavior expert Diana Dosik, from Boston Consulting Group New York, on whether organizations should redirect some of the energy they put into customers towards understanding and engaging their employees. She asks if there are potential payoffs for a ‘better motivated, more loyal, and imaginatively innovating workforce’. Dosik, D., 2015. Why we need to treat our employees as thoughtfully as our customers. Available at: https://www.ted.com/talks/diana_dosik_why_we_need_to_treat_our_employees_as_thoughtfully_as_our_customers?utm_campaign=tedspread&utm_medium=referral&utm_source=tedcomshare  (Links to an external site.) [Accessed 14 May 2020]. Instructions: Following your reading of the preceding material, please take time to answer the following question referring to appropriate theory and using in-text Harvard referencing: Question: Should organizations redirect some of their energies from customers towards employees? What could this achieve? Please draw in real-life examples to support your discussion points. focus on tactics and the remaining elements of the marketing mix relating to service(s); this can relate to pure service offerings and elements of customer service for products. We will look at People, Physical Evidence, and Process, with a focus on People and the importance of internal marketing to support customer interactions and relationship building. The importance and influence of digital on all aspects of the Ps, but particularly the Process will be explored.  Keywords: tactics; marketing mix; service; people; physical evidence; process; digital; 3Ps; 7Ps; automation; content consider the following: Is there value in including the final 3Ps in a marketing plan designed for a ‘Product’? Why is internal marketing important when we have been focusing on marketing to external customers?

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