With so much focus on customers, companies can lose sight of their most valued asset—their people—and the critical roles they play in the success of their organizations.  Organizations are the employees, and customer service and quality are dependent on these skilled, motivated people.

According to some studies, employee turnover can cost an organization about 33% of an employee’s total compensation, including wages and benefits. It also affects employee morale.

We have all experienced how frustrating it can be when an interaction with a company doesn’t materialize the way we expect.

When the subject of quality is discussed it’s a safe bet that many would suggest it needs to improve. Additionally, many consider that senior management is most responsible for that improvement.

This column may not be popular, and it may put some readers on the defensive. The focus isn’t entirely on America as it’s a global issue, but it certainly seems rampant today.