Both Kensington and FileMaker put representatives on the phone within a 90-second wait to help me make adaptations for my new iMacPro. High tech, high touch. Apple provides 30 minutes of live phone time when you purchase the iMac or the iPhone X.
Every business is a relationship business, from Microsoft to Amazon, Boeing to Sears. Some do it well, many do it terribly. I trust Emirates Airlines, they always get the benefit of the doubt, but I wouldn’t walk on a Spirt Airlines plane if they paid me and had a spa on it.
How are you treating your clients: as organizational revenue streams or as individual buyers whom you intend to improve and delight?