My friend @doylealbee told me something one time that really stuck with me — Every blogger has at least two people reading his/her post…the author and Google. Translation, any interaction you have with any person on any level can positively or negatively affect your brand reputation.

Sometimes that “ROI on nice” (thank you Chris Brogan) is hard to measure. But the ROI on treating some clients like small potatoes is much easier to measure. Think P&L and the color red .

@jgoldsborough

If the organization does not see this area as a strategic component of their business, it will struggle to maintain long term clients and be pressed to find references for new opportunities.

Gravity Gardener

http://gravitygarden.com/build-customer-loyalty…

The trick is to not look at the monthly retainer or hourly rate when working on a project. Business development and client service need to be compartmentalized within an agency – even if it's the same person doing both. Get the client on board and then give your best professional effort on the account!

I'm with you here. Ever since I opened up a new bank account for my rental property, the people at the bank have treated me MUCH nicer!

Also, being in “Customer Service”, we prioritize customers, we simply have to. This is sad, but true.

Great column!