Top Takeaways: The global pandemic has given businesses time to focus on what customer service means and how it affects their bottom line. When businesses don't understand customer service, they are not able to recalibrate and change their trajectory to succeed in difficult times. A personalized service compels customers to continue doing business with you. Empower your employees to provide personalized service because in business, he who goes the extra mile, wins. When the leaders are willing to jump in to make success happen, it creates a culture where everyone is invested in creating a positive experience for the customer. When you're the customer and you have an experience that makes you say, "Wow! That's amazing!", make a note. When you go back to your business, think of how you can translate that to wow your own customers. The friendship factor is when your customers feel welcomed by you. This relationship makes your customers go out of their way to do business with you. Quote: "Everyone can adjust when they need to but a lot of times, people don't think about other market opportunities in good times or in bad times." About: Dr. Jeffrey Magee is the author of more than 30 books, three college graduate management textbooks, four bestsellers, and is the Publisher of PERFORMANCE/P360 Magazine, and a Human Capital Developer for more than twenty years. He brings over two decades of Executive and Corporate Development Expertise, with the last decade working in both the start-up to the mature-growth market business sector. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices