From A List Apart: Customer service, by definition, is about serving people; it should be genuine, personalized, and compassionate—or, simply put, human. For most organizations, customer service is an afterthought. And since servicing customers is primarily viewed as a cost center, customers are often treated as a liability. Yet, customers are a valuable resource: their feedback is integral to shaping your product and building your brand. Customers are not shy about exercising their clout, shouting their experiences—good and bad—to the world.
Your customers are the reason your company exists: serving and retaining them is essential.