Mais importante que o preço e o produto

Um texto que reflecte uma preocupação constante neste blogue e na minha actuação nas PMEs, "Could This Be More Important Than Price And Product?":

"what could ultimately be more important than price and product as it relates to the ultimate purchase decision by a consumer: customer service.
...
It cannot be overstated just how vital and paramount customer service is to the overall customer experience. How can it be given the customer-centric world we now live in?"