BwanaZulia - 5:23 pm on Dec 31, 2004 (gmt 0)

johntabita, I am not sure I agree with you 100%.

Yes, of course letting the word of mouth game take its course will be longer than advertising on the Superbowl, but it is a valid strategy.

Great products and customer service spread faster than you think. This is the age of information and one good deed can actually spread to many through blogs, discussion boards, IM, email.

Take the best customer care you have ever seen and do better. Make things easy for the customer and spend time communicating with them.

One of the key aspects of customer service now is personal timely response. People don't want automated this or that. They just want the RIGHT question answered with the RIGHT answer as soon as they can get it.

BZ