Scaling Your Company to Always Serve Your Customers Research shows customers are increasingly fickle. And as companies grow, founders tend to forget that.
It should go without saying: Do not neglect customer service. It keeps customers happy and cash flowing, and it helps maintain the sort of robust and running conversation you need to better understand your customers and your industry.
And yet experts say they see it all the time: As founders struggle to monitor the overwhelming number of moving parts involved in growing a company -- product, marketing, office space, cash flow, supply chain, staffing, distribution, sales -- they slack off on customer service. Or they treat it like whack-a-mole, dealing with angry customers as they arise. Or they farm it out and forget it.