What separates a good company from a great one? In a word, people. Even in a world driven by technology and commodity pricing, the most successful companies realize that their greatest asset lies in their workforce. That’s why employee tenure is one the most effective ways to evaluate the quality of a business. Some of benefits of highly tenured employees are obvious, while others may not be as apparent.
Tenured employees can help recognize and correct issues before they become major problems. The typical business only hears from 4% of its dissatisfied customers. By the time they do, it’s often too late. A pushy salesperson, rude support staff, or faulty product can damage a company’s reputation for months or even years before the problem is identified. And once it is, the average customer will need to have 12 positive customer service experiences with the brand to make up for a single negative one.
It’s easy to see why a proactive approach to customer service is so important. Successful businesses know they need to aim for a customer experience that isn’t just adequate, or even good. In order to build customer loyalty and grow profits, customer service must be legendary. How can a company reach legendary status? Tenured employees hold the key.