CRM Mastery E-Journal points out this this article that offers some interesting stats:
“In a survey of 575 U.S consumers, almost three-quarters (72 percent) of respondents reported that customer service had a significant influence on whether or not they buy something. More than half (54 percent), however, said that helpful customer service was lacking in stores, and even more (58 percent) said there were not enough salespeople available to help them. Only 35 percent of those surveyed said they were able to get help most or all of the time when they needed it.”
I think the part about not enough salespeople being around to help is indicative of how companies are still failing to realize that their frontlines are the most important part of the organization. It would be like going to war against an army of 1,000 and your army has only 10 soldiers....Not saying that customer service is like going to war (well sometimes it is! Ha!)
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