False Employee Loyalty at Facebook?
 
Many of Facebook’s former and present employees are describing the social media giant’s workplace as one in which they are not able to express dissent or dissatisfaction. Managers expect enthusiastic responses, and the company demands that Facebook come first in employees’ lives.
“There’s a real culture of ‘Even if you are miserable, you need to act like you love this place,’” says one former employee. “It is not okay to act like this is not the best place to work.”
 
New Cox Automotive Study Finds Loyalty Opportunities
 
Automotive dealers are working to build experiences that meet the needs of vehicle owners. Releasing the second phase of its 2018 Service Industry Study, Cox Automotive surveyed approximately 3,550 consumers and 404 franchise dealership employees to gain greater insight into consumer trends and perceptions around the service experience and help dealerships identify new opportunities to increase retention and enhance profitability.
 
“Dealerships have a prime opportunity to increase customer satisfaction, and as a result, loyalty and retention,” Roche says. “Dealerships, though, need to develop a better understanding of consumer needs and expectations for the service experience. The insights from this study will help dealerships identify where the customer experience is currently falling short and what can be done to repair it.”
 

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