Connection between Employee morale and Customer satisfaction

A strong brand doesn't just drive improved profits from customers; it also
drives employee and shareholder behaviour too.

Sears, the Canadian retailer, according to an article in the "Harvard
Business Review", is able to demonstrate that a 5% improvement in employee
attitude drives a 1.3% increase in customer satisfaction, which drives a
0.5% increase in revenue growth. Sears reflects this
employee-customer-profit chain in their business objectives, to create 'a
compelling place to work, a compelling place to shop, an a compelling place
to invest'.

Quoted from 'Marketing Genius' by Peter Fisk