Lyle Spencer is a research wonk—the kind of guy whose name keeps showing up attached to solid, smart research. So when he discovered a straightforward logarithmic relationship between service improvements and revenue, I sat up and took notice.
Here it is: For every one percent improvement in service climate, there is a two percent increase in revenue. Improve your service by 25 percent and you’ll improve your revenue by half.
And if you’re a regular on this blog, you already know the key to improving your service. All together now: EMPLOYEE ENGAGEMENT! (more…)