Developing customer‐centric employees at Ritz‐Carlton Hotels: Reducing staff turnover with a customer service development scheme Available to Purchase

These days it is not just the service industry that has to worry about customer satisfaction. Organizations across the globe, from construction to consultancy must develop this area of the business in order to stay in the running, let alone gain a competitive edge. And this is more than mere sentiment – even the figures say that increased customer satisfaction means increased profits. Take, for example, Sears Roebuck. Back in 1999 an analysis of 800 stores showed that when employee attitudes improved just 5 percent, not only did customer satisfaction grow by 1.3 percent, but revenue rose by 0.5 percent.