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Nasty Turned Nice ... Flight Attendant Shares His Joy-on-the-Job Secrets

Published in Health Business Week, January 2nd, 2009

Gallup Research Polls show that companies with a sizable group of passionately loyal customers have significantly higher profits. In fact, studies show that, when treated right, these valuable customers spend 23% more per transaction than customers with no loyalty to the business at all. Loyalty normally grows among customers that have positive interactions with those on the front-line.

Motivating customer contact employees to deliver warm, polite, and engaging service is a challenge that most businesses will continue to face indefinitely. One of the main challenges they face is convincing front-line personnel of how they will personally benefit by providing the type of...

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Source: Health Business Week (2009-01-02)

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