It's More Than Service

I have argued repeatedly on this blog that customer service is far more important to your business than advertising. Jeff Jarvis, at BuzzMachine, takes it even further, in a post called "Love the customer that hates you."

Now don’t get mad at these people. Instead, help them get even with you. For these angry customers are doing you a great favor. They care enough about your product or service to tell you exactly what went wrong. Other customers may just desert you and head to the competition. But these customers are telling you what to fix. Listen to them. Help them. Respond to them. Ask their advice – and they’ll give it to you...

Read the whole thing.