According to a study of the Consumer-Centric Initiative (CCI) programme – led by the Institute of Service Excellence at SMU, SPRING, National Trades Union Congress, Singapore Workforce Development Agency and Singapore Tourism Board – retail firms which place greater focus on creating a positive consumer experience are reaping benefits such as low attrition rates and higher revenue. These benefits trickle down to staff who get to enjoy higher remuneration.
Source
The Business Times
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