In a Bloomberg Busnessweek article titled Good Service is Good Business: American Consumers Willing to Spend More With Companies That Get Service Right, According to American Express Survey, an American Express® Global Customer Service Barometer study found that many customers are willing to spend between 7 – 22% more for excellent customer service.

When I first started out in Quality and Customer Satisfaction many years ago, I went to a course run by the Achieve Group. At that time, I was introduced to the ideas in a book called Firing on All Cylinders by Jim Clemmer. The book itself sold over 100,000 copies. It was my first formal grounding in customer satisfaction training. The author, Jim Clemmer, has recorded excerpts from the book and they are now available, free, in a monthly podcast. Check out the topics and link to the training.

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