Customer churn is a headwind that companies can’t afford to continue fighting, especially as those winds are whipped by the power of social networks. Too many companies create that headwind themselves: a blowback from poor customer service and inadequate customer care. This tendency must not be merely minimized, but must be vigorously reversed.
via Have You Rewarded Your Fans Today? The Alarmingly High Cost Of Bad Customer Service | Fast Company | Business + Innovation.