We live in an age when power has shifted from corporations and companies to the common user. With the rise of the Internet and social media consumers have a newfound voice that echoes over slogans and advertisements. Poor customer care comes with an incredibly high cost: 89% of consumers have stopped doing business with a company after experiencing poor customer service. A customer is 4 times more likely to buy from a competitor if the problem is service related vs. price or product related. Focus on customer care has an incredibly high value: 81% of companies who deliver superior customer care outperform the competition in market share; 60% of customers will pay more for better customer care and customer retention is 5x more profitable. In this talk I will guide you through the process of recruiting, training and motivating a high-performance customer care team, as well as demonstrate the value in investing in centralized in house systems, automation and tools that help your customer care team deliver an outstanding quality of service to positively impact your bottom line.