Customers care about service. Your customers care about service. This recent American Express survey (2010) has the numbers to back that up.
If you’re in business, you have an opportunity to make your brand stand out from others by improving the service (I call it experience) you offer your customers. All things being equal, people buy from those who offer the better experience. With so many products and services becoming commodities, the experience you offer your customers may be the last place you can effectively compete.
Source: American Express Customer Satisfaction Study, 2010: http://about.americanexpress.com/news/pr/2010/barometer.aspx