the right assessments
Satisfied customers make larger purchases more often and speak more favorably about a company than those who are dissatisfied. In one of the more comprehensive studies exploring the financial impact of customer satisfaction, Ivanoff, Joseph, and Wintoki reported that a 1% increase in a publicly traded company’s customer satisfaction index translated into a $9 million increase in the firm’s value. Although myriad factors affect customer satisfaction, one step a company can take to drive a more engaging and gratifying customer experience is to invest wisely in the hiring process. Indeed, the path to more satisfied customers starts at the hiring process and ends with a more profitable and valuable organization.
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