Happy employees, happy customers - This is what we keep discussing with managers and students, not only in the context of human resources, but also regarding internal marketing. As its name suggests, internal marketing focuses on the interior of the company, treating the employees as customers. Keeping employees well-informed, involved, and motivated has been proven to help them promote the company’s products and goals. It has also been shown that satisfied and happy employees are able to ultimately offer better customer value. It is not for charitable purposes that major companies, such as Google, ensure not only a great working environment for their employees, but also treat them as if they are the most important employees in the world, and with all the benefits and personal perks offered on the job.
In this context, it is surprising how many companies have been aggressively criticizing the regulations regarding the Affordable Care Act, or Obamacare. While it is expected for businesses to avoid and fight any additional taxes and expenses, this is related directly not only to the welfare of their employees, but also to the performance of business. Surprisingly, even some major companies from the food industry, including a well-known pizza chain, where employee health could be considered essential, have come forward complaining about the obligation to offer health care to their employees. While many managers might perceive employees with health issues as not being a major problem, especially if the company does not offer any paid sick days, they are, unfortunately, overlooking the importance of internal marketing and of treating employees as customers if we want them to perform their best. Moreover, if a company publicly shows disinterest in the welfare of their employees, why would I believe, as consumer, that they would care in any greater measure about their customers?
We obviously do not live in a socialist society that offers free universal healthcare or other similar social benefits. However, offering employees the opportunity to benefit from health insurance and other perks, even on their own dime, can improve their health, job performance and motivation.
Healthy employees, happy customers!
Maria Petrescu, Ph.D., is Assistant Professor of Marketing at the H. Wayne Huizenga School of Business and Entrepreneurship, Nova Southeastern University. She can be reached at mpetresc@nova.edu
#1 by Ernesto R. on 12/2/13 - 9:00 PM
#2 by Nadia Henry on 12/5/13 - 8:23 PM
#3 by Sophia Nicholson on 12/8/13 - 11:41 PM
Companies who choose not to offer healthcare benefits for their employees but instead leave them to face the daunting task of buying healthcare privately, will suffer the consequences of having to deal with an ailing workforce. No human is exempt from sickness but if left on their own to buy expensive healthcare they will often choose to opt out and hope they never get sick.
Most surprising of all are the companies in the food industry that refuse to offer healthcare or oppose the legislation of the new ACA (Obamacare). Customers must now be concerned about those food outlets and the condition they are creating for food to be prepared and served under. If uninsured sick people with no time off allowance show up to work sick one can only imagine the threat to public safety. This defiance toward healthcare can result in an epidemic. Conversely, if uncovered sick employees choose to stay home then that can adversely affect production and interrupted production causes a company to lose much needed revenue.
Besides the fact that a denial of benefits of any sorts for employees send a negative message to customers, it is one sure reason for defection of both internal and external customers. So it behooves a company to encourage or make provisions to ensure happy and healthy employees.
#4 by Maria Petrescu on 12/10/13 - 9:36 AM
you are right, though many companies have come out against Obamacare due to costs. Papa John's noted that it would be hard for their franchises to provide health insurance and the price of one pizza would have to be increased by 25 cents.
#5 by Maria Petrescu on 12/10/13 - 9:38 AM
you are perfectly right and there is an entire science behind motivating employees. I do think that, if we consider Maslow's hierarchy of needs, health is one of the elements in this equation.
#6 by Maria Petrescu on 12/10/13 - 9:40 AM
I think you have very good arguments regarding how companies should keep employees motivated and show consumers that they care...
#7 by presta knight on 5/13/15 - 5:12 AM
Your views .I am very well convince with your thoughts
#8 by Dat Nguyen on 1/15/16 - 11:15 PM