It’s very logical: There is proven ROI in doing whatever you can to turn your customers into advocates for your brand or business. The way to create advocates is to offer superior customer service.
I always say that the real success of Wine Library wasn’t due to the videos I posted, but to the hours I spent talking to people online afterward, making connections and building relationships.
I hate how many people think “glass half-empty” when their glass is really four-fifths full. I’m grateful when I have one drop in the glass because I know exactly what to do with it.
It’s still so rare for anyone to be personally acknowledged by a brand that the impact of such a simple, polite gesture on a customer’s buying habits could be huge.
