Today the Reuters Consumer & Retail Summit took place where companies learned the value of customer service. Here are some quotes from company executives from an article at Reuters:
"You don't mind spending more on wages if your bottom line is much better, and that's kind of what we're seeing" -- Staples Chief Executive Ronald Sargent
"Here's the dirty secret: bad service costs more" -- Rob Markey, Bain & Co.
"The new luxury is going to be good customer service. Consumers today, in this mediocrity and this sameness, want to have good service." -- Chief Executive Farooq Kathwari of Ethan Allen Interiors, Inc.
"The interaction of sales people in our business is critical to the demands that the customer has. It is not a clerk business at all. It is not a self-serve business in almost any category." -- Mary Albertson, Chairman and CEO of Guitar Center Inc.
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