Why do you buy a specific product? More often, it’s the personal contact that defines the relationship. You can often blow off a defective product. It’s a thing that can be fixed or replaced. But what about the clueless service rep, the rude sales person, the ‘it’s your fault’ repairman, or the endless phone wait at the tech help desk?
When you get poor quality service, it’s personal. It’s one-on-one. Unpleasant words may have been exchanged. The whole experience was unpleasant. And, that bad customer service experience gets retold many times as you unload on the company. Brand U’s understand this and use personal one-on-one service to develop and enhance business relationships that faceless mega companies can’t do.