Why is good customer service particularly important in the Internet age?

Quality of customer service can either make or break a client's experience, impacting whether they decide to come back another time, quite possibly taking their business elsewhere.

Unpopular opinion: Chick-Fil-A's food is overpriced and quite honestly doesn't taste much better than anywhere else. Some restaurants have superior food. Chick-FIl-A has the slowest drive thru time from order-receipt of the food in the United States. But people keep coming back. Why? It's the smiles, the warm atmosphere, the "my pleasure"'s, and human decency that you cannot reliably get at any other fast food establishment. Investing in good customer service has shot Chick-Fil-A so far in the sky.