Bad customer service? It's a lot smarter to treat customers right

Is the customer always right? OK, they're not always right. But shouldn't consumers at least feel as though they are valued? Particularly in today's economy, where customer retention and growth is tougher and tougher, you would think the low-cost investment of being responsive to customers would be a wise move.

But more and more consumers are writing in with tales of woe that turned them sour on a company when quick action could have made the whole situation go away or even enhance positive feelings toward the business.