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Mike Hohnen

Coaching for personal growth, change and development

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You are here: Home / The Service Profit Chain / Satisfied employees

Satisfied employees

Satisfied employees

Like customer loyalty is driven by excitement rather than just satisfaction, employee loyalty depends on the same principle.

Usatisfied employees: Unsatisfied employees has a negative influence on the customers and are more likely to leave the company.

Satisfied employees: It is only natural that satisfied employees are more motivated, and customers sense this immediately. Employee satisfaction is rather easy to achieve. To achieve real excitement is far more difficult and much more complex. In The Service Profit Chain the employee satisfaction is a result of ‘internal quality’ which again relates to a number of elements that have to be present to ensure employee satisfaction.

You can illustrate the principle in the following model (the same model as in customer loyality):





Achieving employee satisfaction is relatively easy. Truly engaged and excited employees are far more difficult to achieve. In order to be a both satisfied and excited employees you have to work in a company with a high internal quality for the employees.




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“The personal coaching sessions develop the perspectives of my thoughts. Input from research and the valuable personal experience from Mike gives me the confidence to take actions. The quality conversations we have energize me and help me a lot in my leadership challenges.” – Annika Vilen

“Mike’s coaching is very “hands on” and he pushes you gently but firmly further than you imagine possible, provides you with relevant tools – and at the same time keeps the motivation and personal drive in focus, which enables you to continue your development even after your coaching sessions have determined..” – Stine Kold CEO

“The sessions have given me the capacity to take much wider perspectives — to focus on what makes a difference, as well as being closer to my employees. I highly recommend this training and personal coaching for all the information, wisdom and expertise Mike brings.” – Alex BouleauHead of Highways and Airport, COWI

I have used Mike for the past ten years in coaching and training my management teams to reach the highest level of service and obtain the best leadership skills – and it works. – Dorte Gleie Managing Director SSP Copenhagen

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