Research shows that 68% of customers leave due to negative employee attitudes, while 41% remain loyal because of positive experiences with employees. Perhaps most compelling: a full 70% of customers’ perceptions about a brand can be traced to their experiences with employees. These facts are especially relevant when one considers that product and service loyalty is on the decline.

The most committed employees – employee ambassadors – play an indispensable role in promoting and supporting a company’s brand, its business, and its customers. They exhibit a consistent and positive attitude towards the organization they work for, both during and after work hours, and continually fulfill its brand promise to customers.

Strengthening Bonds Between Customers and Employees

While employee ambassadorship is linked to employee satisfaction and loyalty, its emphasis is on strengthening bonds with customers through employee interactions.

Harris Interactive’s Employee Ambassadorship research solution, which is conceptually consistent with and complementary to our Loyalty Model, addresses the direct and indirect ties between customers and employees – enabling your enterprise to:

• Understand how your staff members add value at each customer transaction and during each customer’s experience
• Confirm employees’ level of productivity in servicing customers
• Gauge how (and how well) your company supports and directs its employees in providing added value to customers and the business
• Gain the benefits of the Harris Poll’s renowned online research to identify employees’ degree of commitment to your value proposition, your business, and your customers
• Utilize our qualitative and quantitative research methodologies to uncover the emotional and rational dimensions of employee ambassadorship

Contact Us

To learn more about loyalty research and our portfolio of solutions, contact us at info@harrisinteractive.com or call 877.919.4765.