At my company, I answered my customer emails within minutes, not hours or weeks. People would email us just to test our response rate. I was in business to violate my customer’s expectation profile, and it paid dividends. I followed this up with live customer service. A call to my company got a real person that worked for the real company. No press 1, press 2. Support wasn’t outsourced because I didn’t want service outsourced.
