customer service, the original customer experience

We can all recognise good customer service, and the impact it has on our experience with a brand.

The scene from Pretty Woman shows how bad service can hurt not only your reputation but your bottom line.

When you have a customer at the point of service or purchase, and the experience turns them away or, worse, discourages them from coming back, you have done real damage to your business.

In digital, good customer service can carry people smoothly through each touch point, or stop them dead in their tracks. A timely call after an abandoned quote, or remembering past purchases, can build the economy of trust.

There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.

Sam Walton, founder of Walmart

No amount of advertising spend or slick app UI makes up for missing the basics. Without good customer service, a business will not grow and prosper.