I recently met a smart, young marketer by the name of Craig Montgomery. He has a terrific blog covering the subject of marketing, and he recently did a post that I thought was worth thinking about.
Customer service is something that lots of companies talk about, and very few do well. In this post, Craig talks about Starbucks and the lost art of customer service.
Honestly, as a busy person, customer service (or the lack thereof) influences almost every repeat purchase decision I make. I suspect I am not alone.