The Cottingame Company

Customer & Employee Retention

One of the basic tenets of the Cottingame approach is that the needs of the job must be aligned with the needs and preferences of the individual doing it. This enables the individual to find greater fulfillment and satisfaction in the job and, in turn, to constantly seek ways and opportunities to do it better.

As a result of this alignment process, our clients have seen dramatic reductions in employee turnover. In a convenience store group, for example, turnover dropped from about 600% to 20% (this, in a company that used primarily part-time, unskilled workers).

Higher employee satisfaction and performance results in a demonstrable increase in customer retention. Further alignment between the Organization and the Market can also be accomplished, enabling the organization to become more innovative in its products and proactive in its services.