When the Sears Retail Group examined how to enhance people performance, it developed the concept of the Employee-Customer-Profit chain. This said that their workplace should be:

• A compelling place to work
• A compelling place to shop
• A compelling place to invest.

The model highlights two dimensions of employee satisfaction that appear to have a larger impact on employee loyalty and behaviour than any others:

• Attitude towards the job
• Attitude towards the company.

In addition, the Sears team identified 10 questions or statements contained within its company-employee survey that most affected people's behaviour as employees.

These were:

• I like the kind of work I do
• My work gives me a sense of accomplishment
• I am proud that I work for Sears
• How does the amount of work you are expected to do influence your overall attitude to your job?
• How do your physical working conditions influence your overall attitude to your job?
• I feel good about the future of the company
• We are making the changes necessary to compete effectively
• I understand our business strategy
• Do you see a connection between the work you do and the company's strategic objectives?

These findings reinforce the fact that the needs and wants of employees go so much further than a simple remuneration package. This information also provides employers with a useful roadmap to use to enhance employee satisfaction and contribution.