89% of businesses compete on customer experience If I had a dollar for every time a businessperson has told me that they cannot afford to invest in staff training, I would be a wealthy man. What is worse, some of these business people have represented international corporations. One commented, ‘it is just not economical to […]

89% of businesses compete on customer experience If I had a dollar for every time a businessperson has told me that they cannot afford to invest in staff training, I would be a wealthy man. What is worse, some of these business people have represented international corporations. One commented, ‘it is just not economical to invest in staff training. They don’t stay long enough to get the required return”.This point of view raises many questions, not least of which are: Why are they leaving so quickly? Would they stay longer if trained? In this particular instance, I don’t know the answer to either question. What I do know, however, is that research increasingly highlights the importance and value of training.A recent study found that some 89% of businesses now compete primarily based on customer experience – with customer experience requiring the consistent performance of well-trained and well-motivated staff.Customer experience is…