Now I am a big fan of Chris Brogan
In his recent post How to Compete Chris outlined ways to compete and while he listed great customer service as a key to competing in today’s economy amount other factors. I think that he missed a key point that beyond great customer service is his greatest strength Trust. You can have great customer service but if they do not Trust you, you will not win. I would suggest that Trust is more important than customer service.
“Zappos had to convince thousands and thousands of customers that ordering shoes on the web was easy, and that their customer service policies were top shelf. They made a near-billion dollar correct bet on how they competed.” Chris, Zappos also had a CEO who was out front, exposed and ready to communicate building Trust and that is what made them special.