The Container Store Loves Its Employees

For most companies, a proclamation like “we love our employees” would be perceived as corny (at best) or more likely as a complete farce. But The Container Store is not like many other companies. So it’s not surprising that the company proclaimed Valentine’s Day as its National We Love Our Employees Day.

So on Monday, employees were treated to special celebrations, gifts and recognition. Here’s an excerpt from the company’s blog post about the We Love Our Employees Day that gives some context for the event:

“…we all believe that if you work to make your employees the happiest employees around, well then they will absolutely, positively then make our customers the happiest customers around. And if those two are ecstatic, then wonderfully, and almost ironically, you’ll have the happiest shareholders around, too.”

That sounds like an exact narrative of our employee experience virtuous cycle which, interestingly, I introduced in a previous post about The Container Store:

The bottom line: Do you love your employees enough?

About Bruce Temkin, CCXP
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

4 Responses to The Container Store Loves Its Employees

  1. Bruce, I love your Employee Experience Virtuous Cycle! So simplistic yet brilliantly illustrated.

  2. it looks very much like the Service-Profit chain …
    The path to loyalty is however not always linked to satisfaction, be it on the employee or on the customer side.
    Consider for instance inertia (http://blog.intotheminds.com/satisfaction-loyalty-repurchase-intention-satiation-inertia/) which is a powerful inhibitor of customer satisfaction classical antecedents.

    All the best,

    Pierre

  3. Bruce, it is great to see companies such as the Container Store who put their employees first. As a customer experience specialist I understand the value that associates give. It is easier to sell a brand when you feel as though you are invested in as well. Miriam

  4. Bruce Temkin says:

    Hi everyone: Thanks for commenting. Pierre: I love the service-profit chain work. My diagram is a bit simpler and highlights some of the positive feedback more explicitly. And, companies are very complex. So I agree that you can’t just look at one thing (including satisfaction).

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: