Your message inside goes outside: how employees are treated within the company dramatically affects customer satisfaction and profits

HR Magazine, Sept, 2005 by Patricia Childers

Author's Note: The Forum for People Performance Management & Measurement Executive Summary, "Linking Organizational Characteristics to Employee Attitudes and Behavior--A Look at the Downstream Effects on Market Response & Financial Performance," is available at www.PerformanceForum.org.

The James Oakley research summary, "Purdue Research Links Employee Satisfaction, Profits," is available on the Purdue University Web site at www.Purdue.edu.

Patricia Childers is a Cary, Ill.-based freelance writer. She has written for the motivation and recognition industry for more than 15 years.

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IMA, the industry voice of the incentive and recognition marketplace, provides education and information services, publications, conferences and seminars, and research to businesses to help them effectively use incentive programs to motivate employees and customers.

IMA is a leading member of the Incentive Performance Center, a founding member of the Forum for People Performance Management and Measurement at Northwestern University, and a leader in the Incentive Federation, the industry's govemment regulations organization.

IMA is comprised of strategic industry groups, including IMA--Canada Council, the Incentive Gift Certificate Council, the Incentive Manufacturers & Representatives Alliance, the Independent Representative Council, the Performance Improvement Council and the Online Incentive Council. More information about the IMA and the incentive marketplace is available on its Web site at www.incentivemarketing.org.