Proven expertise in implementing customer and employee measurement systems allows Burke to help companies establish the link between employee perceptions and customer experiences. Burke has developed metrics for both employees and customers and state-of-the-art methods for analyzing and integrating those metrics. This integration facilitates achievement of at least three related goals:

• To establish a holistic view of how the company is performing, based on both customer and employee perspectives, so that the scope of executive organizational assessment is more comprehensive and inclusive.
• To determine the extent to which employee and customer perceptions of service quality converge or diverge, so that the company can improve its effectiveness in defining priorities for orienting and managing employees, as well as setting and managing customer expectations.
• To develop an understanding of the key employee issues which, if successfully identified and addressed, will enable the company and its employees to manage more effectively the expectations and satisfaction of customers.

Our research shows that a link exists between employee engagement and commitment and customer loyalty. This link directly impacts business performance. Burke helps you identify the issues that are most strongly linked to employee commitment, customer loyalty and ultimately, profitability. Using advanced statistical techniques and custom questions, our employee-customer-business performance linkage analyses can provide:

• An understanding of the "chain of effects" at work throughout the organization.
• Evidence that action taken at one point in the organizational process has effects on other points in the service-profit chain.
• A list of prioritized alternatives for improving customer and employee satisfaction and engagement.
• Compelling, actionable, quantitative, communication to management to answer the questions:
  • How do improvements affect the bottom line?
  • What is the return on our investment?

For an in-depth discussion about linkage analysis, go to Linkage & Integration Services.