Gary Vaynerchuk of Wine Library TV fame, described an incident in his latest book: Crush it!: Why NOW is the time to Cash in your Passion that shows his commitment to customer service. While the individual incident likely lost him money, the culture he established in his organization was worth far more. Customer service in today’s web environment is very visible and creating the right customer service culture is even more important in order to improve or sustain high levels of customer satisfaction.

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