From people to profits

Increasing competition within the service sector has resulted in many firms spending a considerable amount of cash and effort to promote the cause of customer service and customer loyalty.

This report presents the results of a UK study exploring how employee attitudes and behaviour can improve customer retention and, as a consequence, company sales performance.

It presents data to demonstrate these links, highlights the "Attitude Chain" model which underpins it, and highlights how other businesses can take this work forward in their own markets.