Seth Godin: And so, the money you spend on customer service isn’t simply free. It actually repays you many times over. (via »)
I think customer service is overlooked.
Why does it matter, mostly?
Acquiring a new customer is five times as expensive as retaining an existing customer.
44% of companies admit they, „have a greater focus” on acquisition, while 18% focus on retention (the rest claim to have an equal focus).