We’ve built our business on one idea: Engaged employees are more loyal, helping create highly satisfied and loyal customers. And highly satisfied, loyal customers lead directly to growth in sales and profits.
In 1991, Bill and Andy Fromm co-founded Zapp Development Group (ZAPP) with former Harvard Business School professor Len Schlesinger. While at Harvard, Schlesinger and his colleagues conducted a study of service businesses to find links between employee engagement, customer satisfaction, and financial performance. Their research, published in The Service Profit Chain, revealed that increasing the number of loyal employees and customers is a proven way to drive sustainable, profitable sales growth.
Today, we use The Service Profit Chain framework in combination with other research techniques, like Net Promoter Score (NPS), to help our clients understand the financial impact of the employee and customer experience. It’s how we prove just how much satisfaction and loyalty matter.