Today's intense competition and global economy provide more choices for customers than ever before. From life saving drugs to pure luxury items, from consumer goods such as cars to industrial products such as cranes, from tangible items such as high definition TV to intangible services such as satellite TV channels, customers may choose one vendor over the other. So companies better not focus only on the quality, price, and availability of their products and services, but also on their customers.
Today's competitive markets have almost eradicated any monopoly that once existed in many business sectors and given the power of choice back to the customers. Acceptable quality, competitive prices, and prompt delivery are now offered by many, not few. This is why the human element plays a key role in Customer Service and is often the deciding factor whether a customer is going to choose to stay with a business or leave for a competitor.
Source: Learning The Art Of Customer Service: Gaining Lasting Loyalty - Aiming Sustained Profitability