Employee attitude has a significant impact on customers according to various studies. 68% of customers leave due to poor employee attitude, while 41% of customers are loyal because of good employee attitude. Additionally, 70% of a brand's perception is determined by customer experiences with employees.

1. The Impact of Employee Behaviour on Customers 68% 41% 70% … of customers leave because of poor employee attitude … of customers are loyal because of good employee attitude … of brand perception is determined by experiences with People Source: Parkington & Buxton, Study of the US Banking Sector, Journal of Applied Psychology Source: MCA Brand Ambassador Benchmark Source: Ken Irons, Market Leader