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> Newsroom > Blog > Happy Associates = Happy Customers
1/27/2021 4:57:24 PM

Happy Associates = Happy Customers

Bill Magee, customer experience lead, looks at the connection between associate experience and customer experience.

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Bill Magee

Customer Experience Lead
Consider for a moment: What are your three favorite brands? Now think about why they are your favorite. I suspect it’s because of how they make you feel. It is the experience that matters. In fact, according to the Conference Board, 84% of consumers believe experience is as important as a company’s products or services. 

A critical factor in creating that “Wow!” experience is a company’s associates.

Late last year, I had the opportunity to chat with a Forbes writer and our partners at Salesforce.com about the important role that associate experience plays in creating a world-class customer experience. Simply put: Happy associates equal happy customers.
 

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About Shaw

Shaw Industries Group, Inc. is a leader in flooring and other surface solutions designed for residential housing, commercial spaces and outdoor environments. Leveraging strengths in design, innovation and operational excellence, the company takes a people-centered, customer-focused, and growth-minded approach to meet diverse market needs. It creates differentiated customer experiences through its expansive portfolio of brands: Anderson Tuftex, COREtec, Shaw Floors, Patcraft, Philadelphia Commercial, Shaw Contract, Shaw Sports Turf, Shawgrass, Southwest Greens, Watershed Geo and more. Headquartered in Dalton, Georgia, Shaw is a wholly owned subsidiary of Berkshire Hathaway, Inc. with more than $6 billion in annual sales and 18,000 associates worldwide.

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