Product or People

What's it all about anyway. I recently meet with a client who just couldn't figure it all out. "What's the big deal about customer service anyway" he said. "Product is what brings in the money. If we sell something we create cash flow right. Just because I have a customer it isn't going to guarantee me anything. Money in hand is what it is all about".

Is he right, is it really focusing on the product and sales that makes it happen or is it really about focusing on the customer? Almost all of the marketing and branding industry supports him. This is especially true of the big firms. Are they right, what are your thoughts on this?

As always we invite your opinions and comments.

For more information on customer service or the "Totall Customer Experience" check out "The Customer Development Center"for current up to date strategies and articles.