Why do companies focus and talk so much about customer service?

Question

Is customer service worth anything to a company?

Not being sarcastic, just thinking about the fact that the MOST successful retailers have generally horrible service.

Wouldn't most people prefer to SAVE money than have their butt kissed by a little nicer employee....

Walmart, Target, Costco......Where's the service?

As a retailer....WHY BOTHER... unless your Tiffanys, Nordstroms and can afford to massively overcharge your customers

Answer 1

If all things else are the same (product quality, cost, etc.) customer service can be the difference between keeping a customer or losing him/her to a competitor.  Some people will pay a premium for it.

Good customer service can also increase referrals tremendously.  I've built my own business just on that.  Saves a lot in marketing $.  ;)

IMO its importance varies depending on the industry.  It's less important I think for large retailers like you mention.  But it can be vital for other industries - accountants, lawyers, hair stylists, general contractors just to name a few.

Answer 2

I so agree with you.  The managers on all levels talk a lot but do very little for them.  They're supposed to be the backbone or the first door to the customer but if you don't support their needs/wants you won't get them to do the job as best as they can.  US customer svc is going down more and more and it's really sad to see.