Just saying you are interested in your customers, however, is not enough. You’ve got to walk your talk. If you are saying to yourself that “we just don’t have the time or money to really ramp up our customer service”–you are asking for trouble. Your site, and your company, must be ready to respond to the unexpected. That is how you will be remembered. If you promise excellence and do not deliver, don’t expect people to say, “no problem.” Just like in the rest of your business, it is better to under promise and over deliver! And remember, customer service is not a technological function. It cannot be automated.
http://www.waynemessick.com/leadership-development/the-next-generation-is-taking-a-successful-company-into-the-21st-century
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