Research has found that many customers are ready to take their business elsewhere after only one poor service experience, writes Sharon Daniels, CEO of AchieveGlobal. Customer-facing employees can help ensure that doesn't happen by listening carefully, establishing relationships with customers and communicating clearly, she writes. "These skills are learnable," she writes. "Teaching them to your employees will help make your customers stay instead of stray -- and can help make the customer experience a competitive advantage."

Related Summaries