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Nauert, R. (2011, June 2). Employee satisfaction key for customer satisfaction. Psych Central. Retrieved
from http://psychcentral.com/news/2011/06/02/employee-satisfaction-key-for-customer-
satisfaction/26623.html

Rosenbaum, M. (2012, March 20). Engage your customers, don’t just satisfy them. Fox Business.
Retrieved from http://smallbusiness.foxbusiness.com/marketing-sales/2012/03/20/engage-your-
customers-dont-just-satisfy-them/
Spiegelman, P. (2010, January 18). Connect with your customers. Entrepreneur. Retrieved from
http://www.entrepreneur.com/article/204690
Stark, K., & Stewart, B. (2013, January 10). Nurture your most profitable customers. Inc. Retrieved from
http://www.inc.com/karl-and-bill/nurture-your-most-profitable-customers.html
Steinkirchner, S. (2012, August 22). 5 Ways to improve your customer service. Forbes. Retrieved from
http://www.forbes.com/sites/sundaysteinkirchner/2012/08/22/5-ways-to-improve-your-customer-
service/
Young Entrepreneur Council. (2013, December 4). 4 Ways to turn an angry customer into a satisfied one
at your startup. Upstart Business Journal. Retrieved from
http://upstart.bizjournals.com/resources/advice/2013/12/04/keeping-startup-customers-
happy.html?page=all

Recommended search terms

If you’d like to explore Customer focus further, try searching online using the following terms:
• Empowering employees for customer service.

• Engaging your customers.
• Learning more about your customer service.
• Learning from customer feedback.

• Nurturing your most profitable customers.
• Understanding your customers.

More help…
Go to www.kornferry.com/fyi-resources and link directly to the deep dive resources in this chapter. Visit
the site often to see the additional resources that are uploaded on a regular basis.

© Korn Ferry 2014-2015. All rights reserved. WWW.KORNFERRY.COM

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