This is something the wise and successful businessperson knows. The technology of 100 years ago was amazing in its time, but it still required the human connection. One hundred years from now, we'll use technology that will make our latest MP3 files and miniature chips in cellular phones look like 12th century crossbows. It is the relationship you have with the customer that matters most. Yes, this is more important than the price.
Price can bring in a transaction.
It can work for a short time, but it is the established, long-term relationships that will keep customers coming back again and again. Jeff Bezos was Time magazine's Man of the Year because of the changes he brought to our way of life. The company has focused on helping customers to feel comfortable to purchase not only books, but also CDs, videos, gifts and now even furniture. The profits will come in the future. In the spirit of full disclosure, Dell Computer is a client of mine, and I'm seeing up close what they do right to get and retain customers.