Customer Service an Afterthought to Sales?

Remember the old adage that a happy customer will tell one person; an unhappy one will tell 10?

Change that to "A happy customer will tell one person - an unhappy one will tell 1000."

And then it will get tweeted so that 2200 more see it.

Web 2.0 has changed forever the game of customer service. Are you taking pains to promise the moon, and then overdeliver?

Are you making sure your clients understand the stakes of screwing up now?

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