Your staff are the front line of interaction with customers, so it’s no surprise that customers have a better experience when your staff are happy. This article dives into a few studies and experiments that reinforce this idea. According to the article, “creating an emotional connection appears to be key to build customers’ loyalty, and employees play the most powerful role in building this emotional connection.” This links to the idea of “emotional contagion”, in which a guest will mirror the emotion that the staff displays. Happy customers help with positive word-of-mouth, which leads to more bookings. Read A happy employee will make a happy customer on eHotelier.