"The customer is always right."

For a long time, this slogan was the shorthand for good customer service and relationships. And many businesses put it at the center of their strategy for growing a loyal base of happy, repeat customers.

It is more important than ever to provide quality customer care in today's competitive market. More than half of all customers find they’ve gotten nothing from their customer service interactions.

Consumers are more likely to take their business elsewhere if they don't receive the level of customer service they expect. The numbers are telling, as 40% of customers in 2020 stopped doing business with a company because of poor customer service.

While offering a top-notch product or service may be enough to inspire an initial purchase, quality alone is not what keeps a customer buying from a brand for life. Brand loyalty is, and it’s at the core of quality customer relationships, which is in partnership with customer service. For the purpose of this article, we are combining customer service and customer relationships and calling it “Customer Care”.