I don't know what the statistics are but I'll bet they are extremely high that "winners in the marketplace" are focused on their customer's experience as the primary component of operations and marketing. Statistics are collections of individual experiences and everyone knows that 87.4% of all statistics are just made up.
Here is an actually experience from today. I went out to bring back lunch for Lee & I. When I got to Chick-Fil-A I saw 20 plus cars in line in front of me. I started to pull out of line (which was all the way into the street) when I noticed a couple of the employees moving thru the cars in line taking orders. They were sharply dressed including a bright yellow traffic vest and outfitted with headsets. Before I could act on my decision to leave they had my order and had given me a total. They had to do this while walking along beside my car as the line never really stopped. About halfway thru the wait another employee emerged with a tray of bite sized breakfast sandwiches giving each car one for each passenger. Within minutes I was at the pay window; they had my order (correct, including napkins and condiment packs) and wished me a great day. Beginning to end 5 mins.
You wonder if good service works. I am writing about it here and will remember the experience for a long time.
Is your business set up around the people you are trying to serve? Do you know what they value? Is your company culture one of serving the customer? If not you are doomed to mediocrity or failure. I know this....and I am right 99.9% of the time.
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