Those numbers came from some recent surveys and only speak to what businesses and customers already know - today's market is customer-driven. Nowhere is this more evident than in the field service industries, but it has always held more importance in those arenas.
Customer Service Emphasis
Companies that deliver field-based services have always understood that their customers, due to the nature of the business, expect a certain level of service. Is the customer experience important in other industries, perhaps auto sales or real estate? Yes, and it always has been, but now customer experience is increasingly taking a front seat in service as well. Another revelation from those surveys announced this: