Editor’s Letter: Customer Service Is More Important Than Ever for Brands

We’ve all been there, both in-store or online, where the retail experience is so poor that you either end your relationship with the brand instantly or hold your nose each time you pay a visit. In my case a certain big box retailer near my home in suburban New York almost feels like a hostile environment I have to negotiate on my own when I want to buy a hammer or wood screws in bulk.