Due to rapid changes in technology, expectations of living, and businesses competing with one another, the world is a dynamic place. Businesses need to constantly look for more efficient ways of running their business if they are to stay in operation and make profit. Many companies in the past have focused mostly on marketing, research, keeping costs low, and improving the quality of their products. However, they missed one of the most crucial tactics for a successful business: customer loyalty. As mentioned in Adrian’s blog, “If a company wants to grow big … an excellent customer service system has to be developed.” Customer loyalty builds a relationship between the customers and the company, decreasing the likelihood that customers will switch brands when not satisfied with its product. However, the recording of a man talking to Bell’s service representative during class demonstrated that simply having a customer service does not equate to a healthy customer relationship. Customer service has to be executed in such a way as to ensure that information exchange is quick and reliable. As pointed out by Adrian, the cost and time required to establishing an effective customer service department creates a high barrier of entrance but is well worth the effort.

Source: Adrian Fung