(FPPMM: Naperville, IL) -- In its latest white paper released at The Motivation Show, the Forum for People Performance Management and Measurement demonstrates the power of personal contact in the relationship between sales representatives and their customers in the delivery of services. In “What Drives the Quality of Customer Experiences in Service Marketing? Employees or Corporate Brands?” the organization examines how the customer’s business relationship with a company as a whole is influenced by personal contact with an employee vs. impersonal contact with the brand.

“While the Forum study focused on the personal insurance industry—life, health, auto, and property insurers—we believe that the experiences discovered through the research and the findings themselves could apply to many service industries including health care, financial services, education, and personal services,” says Beth Schelske, Forum president. “We found that the quality of the transactional experience is highly influenced by the quality of the personal interaction between the sales representative and the customer.”

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