"Is a great customer experience really free?"
Every experience that you provide to your customer requires energy - whether it's money or the investment of time - so, if you look at it that way, a great customer experience isn't really "free".
I think a better way to look at customer service is to not focus so much on the cost. Most people in business like to measure things and put quantifiable explanations on customer transactions which is what business people do, but I feel that it's time to look at business from another perspective. Why not just focus solely on providing a phenomenal experience? Forget all the numbers...all the data...For once just give your customers all your energy and undivided attention. When that is your focus then all your numbers will go up - it's inevitable.
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