Ever have a boss you loved to hate? You'd bite your lip when he or she spoke, afraid you might say what you were really thinking. If so, you already understand how employee satisfaction equals the customer experience.
Not long ago, as I shopped at a local discount store, I overheard several employees bashing their boss. Obviously, the ladies did not like their jobs, but they needed the work.
When I asked for help, I received half-hearted service--just enough to get by, nothing more. My customer experience was sorely compromised. Perhaps the boss was difficult to work for. I'll never know because I won't be shopping in that store again.