How 10 Businesses Demonstrated Compassion During the Pandemic (and Increased Customer Loyalty to Boot)

by | Sep 28, 2020 | Blog, Mindset, Tips | 0 comments

Throughout the Coronavirus crisis of the past seven months, businesses have had to show where their values truly lie. From work from home policies to testing coverage to pivoting production for much-needed sanitation supplies, some companies were able to stand out by showing they care more about the wellbeing of their employees than making a profit. Not only is this attitude morally commendable, but in the long run, it can actually help companies maintain customer loyalty.

The Employee + Customer Connection

Did you know that improved employee wellbeing can actually lead to higher levels of CSAT (customer satisfaction)? A study from Glassdoor found in 2019 that there is a strong relationship between reported employee happiness and customer satisfaction. Below is a quoted excerpt from their writeup in the Harvard Business Review:

“We found that each one-star improvement in a company’s Glassdoor rating corresponds to a 1.3-point out of 100 improvements in customer satisfaction scores — a statistically significant impact, which was more than twice as large in industries where employees interact closely and frequently with customers.”

In addition to the Glassdoor study, researchers published a piece, also in 2019, in the Journal of the Academy of Marketing Science showing similar findings. They found that for industries with high levels of customer-employee interaction (such as retail or hospitality) employee satisfaction strongly impacted customer satisfaction and that this could even affect re-patronage intentions (ie intent to purchase again) for regular customers.

Takeaways from 10 COVID-19 Business Leaders

Now that you understand the connection between employee wellbeing and CSAT, take a look at the infographic from Chattermill below to learn how 10 companies prioritized their employees, customers, and community during a crisis. It also includes tips for ensuring continued employee health in a remote world, such as organizing regular coffee “dates” via Zoom and making time for non-work-related employee bonding.

Small business owners should take note of these strategies and try to emulate them to make sure they’re taking care of employees during this time, and by extension, ensuring their customers remain satisfied! Check out the visual guide below:

Original post published on Chattermill.


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How 10 Businesses Demonstrated Compassion During the Pandemic (and Increased Customer Loyalty to Boot)

by | Sep 28, 2020 | Blog, Mindset, Tips | 0 comments

For many years now, the Millennial workforce has been consistently changing the way we work in more ways than one. As noted by NBC News, aside from raising awareness over various topics such as employee and workplace well-being, work-life balance, and flexibility, this new generation of professionals has also made it the norm for managers and company leaders to provide a steady flow of feedback.


This reality has eventually led to the emergence of hundreds of millions of resources on the different ways to give effective feedback. Unfortunately, the same cannot be said about being on the other end: there just isn't enough information out there on how to receive feedback well. That being said, here are six tips that can help you get the most out of all the feedback you receive:

1. Handle your emotions offline 

We can't help it if certain comments make us feel certain ways -- we're only human after all. However, your emotional response is yours and yours alone to deal with. To ensure that you are capable of addressing every piece of the feedback with determination and an open mind, get negative emotional reactions out of your system through simple breathing exercises.
An article by Pain-Free Working explained how exercises like deep breathing, the 4-7-8 breathing technique, and the lion’s breath technique can help release tension in the head, promote relaxation and improve your mood in just a few minutes.

2. Identify good intentions 

Taking in criticism or feedback can be hard -- no matter how meaningful, constructive or true it may be. However, it is something you must overcome in order to become better at receiving feedback. Again, you have to remember that the person giving you an evaluation isn’t out to get you and intentionally hurt your feelings. They are there with the intention to help you see points of improvement.

3. Actively listen

Whether you are listening to a talk or participating in a class, the only foolproof way to learn as much as you can is by listening actively. This undeniable truth also applies when taking in feedback. When the other person is sharing his or her feedback with you, make sure to listen closely. Let the person share their complete evaluation, without interruption. Avoid analysing or questioning each and every comment, and instead, focus on trying to understand what the other person means and the perspective they are coming from. Once they are done, The Muse suggests repeating back the comment to ensure that you got everything right.


In addition to repeating the other person’s comments, it would also be in your best interest to ask questions if there are parts that you weren’t able to fully grasp. Asking questions will not only show how willing you are when it comes to understanding their assessment. This simple act can also help you have more clarity, get to the root of the issues raised and have access to some possible solutions for addressing said issues.

5. Learn from each feedback

Even if the feedback you’ve received is unfavourable, there is surely still something you can learn from it. Just like how you would try to ‘Overcome Failure’, ask yourself why you got such commentary. Then, use that knowledge to further improve your work and to ensure that the next feedback you’d get will be much better.


As the old saying goes, actions speak louder than words. With that in mind, after making sense of the feedback you've received, make sure to work on the items mentioned and issues raised. It would also be a good idea to circle back with them to see how things are going from their perspective. Doing so will not only strengthen your relationship with them, but also provide you with an opportunity to get more feedback.

Feedback can be thought of as two-way streets. Meaning to say, in order for it to be as effective as it can be, the giver should know how to offer meaningful comments while the receiver should know how to receive assessments well.


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