What gets rewarded gets repeated. The distribution of rewards communicates what is most highly valued by the organization. For example, if people are recognized and rewarded for building customer loyalty, then building customer loyalty becomes a living priority and not just organizational rhetoric. In too many businesses management treats employees as the enemy. Earning the trust of employees means management trusting employees.
Management needs to learn the lesson of mutual respect.
That means management has to live the values it preaches, keep its promises and walk its talk. No double standard. It's hard to care for customers if you don't think the company cares for you. It is difficult to create customer satisfaction without effective and efficient systems and competitive cost and price structures. The transaction must be complete, on time and correct for most people to be satisfied.