Employee Satisfaction & Loyalty = Profit and Growth

"Profit and growth are linked to customer and employee satisfaction and loyalty." When employees and customer are satisfied with a certain company they are more likely to provide loyalty to that company.
The way a customer is treated in a store can determine whether that customer will ever return to that store again. I used to shop at a certain store all the time for my groceries. One day I went in and the cashier questioned my identity on my credit card and my driver’s license. There were 5 people in line behind me, the ordeal took about 10 minutes, I was mortified. After I left the store I never returned again. This employee was in some serious need of customer service skills, because not only was she mistakenly rude, she made me feel guilty for something I didn’t even do.
Optimal customer service has 4 important points each employee should understand while working for a company: 1) Your employees can keep their job. Remember, no customers equals no business and no employees. 2) You've created a positive buying atmosphere for both first-time and repeat customers. 3)You're able to satisfy the information or buying needs of your potential customers. 4) You're able to transform prospects into happy, satisfied customers. And happy, satisfied customers come back for more.

http://www.entrepreneur.com/humanresources/employeemanagementcolumnistdavidjavitch/article76422.html

http://www.blonnet.com/2002/05/20/stories/2002052000040900.htm