There are a number of factors that will influence the level of success your business enjoys, but even the greatest of products cannot overcome the poor reputation that stems from a lack of attention to customer service. Consumers can only be so tolerant when it comes to the way they are treated by a company, and it is quite rare that a company can succeed without focusing on the level of service it provides to its customers. In order to achieve long-term success in any industry, you need to have an excellent product and a solid marketing strategy, but above all you must treat the consumer well at every step of the way.
Andina Acquisition Co-Founder Luke Weil has repeated this particular advice many times, as he has seen several companies with outstanding business models undermined by poor customer service. The moment an organization is founded it should be made clear that a set of principles related to customer service must be adopted to ensure the long-term health and security of the business. Once in place, this philosophy should be emphasized repeatedly until it simply becomes part and parcel to the company culture, regardless of the industry in which the company operates.
This is something that entrepreneurs and executives need to be keenly aware of. While it is certainly the case that customer service cannot replace quality goods, it is just as true that quality goods alone cannot lead a company to success without the support of outstanding customer service.