The other difficulty businesses are facing is high employment levels. But there are numerous success stories out there, Fornell says. Look at the U.S. Postal Service. Its customer-service levels have increased 18 percent since 1994, from an ASCI score of 61 to 72. They always score highest in customer satisfaction, in part because their products don't break down.
Retailers say the strong economy has made it harder for all types of businesses to retain workers.
Certainly there are many people that come to work in bookstores who are at a stopping point in their lives. It's not a career decision for them. They may stay a year or two as they ponder their futures. For these people, with so many more opportunities in the job market, their ships are coming in faster. And that results in more of a turnover.