A new survey exploring attitudes and preferences toward customer service conducted in the U.S. and around the world found that 61% of those surveyed will spend an average of 9% more when they believe a company provides excellent service.
On the flip side, only 37% of those surveyed believe that companies have increased their focus on providing quality service. Another 27% feel businesses have not changed their attitude toward customer service in the current economic climate, and 28 % say that companies are now paying less attention to good service.

There is a real opportunity today to differentiate your business using customer service.  Here’s an example: A colleague of mine and I took the train to Philadelphia for a meeting on Monday. My experiences with Amtrak over the years have been far from satisfactory. From the crowded cars to rude passengers and surly staff to the peculiar smells, it has seemed much easier to drive or fly.