The Forgotten Element of the Member Loyalty Equation:Employees explores theunique link between the employee experience and club member loyalty. Initially,the DVD provides an overview of the service profit chain, a concept first introducedin the 1990s, which establishes the link between the employee experience and theresulting member experience. Next, the DVD discusses the importance of creatingan internal culture that fosters an empowered and happy work force, which is thesecret sauce to generating member loyalty and advocacy. Finally, the DVD detailsfive things every organization can do create a compelling and empowering internalculture that will drive business profitability.
Among the topics covered:
Among the topics covered:
- The service profit chain: "member loyalty chain"
- It begins and ends with your culture
- Five key metrics for employee loyalty
- Ten key drivers of employee loyalty
- Understanding the employee experience
- The building blocks of a great culture
