A CEO whose company ranked top on Glassdoor regrets obsessing over employee satisfaction. His eNPS was 60 while customer NPS was 25. He'd trade ten points of employee happiness for ten points of customer satisfaction any day.
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I was the number one CEO in Glassdoor. As I look back at that, I'm not sure that's a good thing. Wanting to be liked, I don't think is a good feature of a CEO. And wanting to be the best place to work probably isn't the right way to go. So we over indexed on it. We spent a lot of time on it. And when we'd have a management team meeting and let's say it's four hours long, like two of the four hours would be employee stuff. And at some point I was like, why are we spending so much time on employee net promoter scores? Let's say our employee net promoter score was 6 60, and our customer net promoter score is like 25. I was like, I would give up 10 points of employee net promoter score to get 10 points of customer net promoter score.