Not long ago, Salesforce proudly announced it had slashed roughly 4,000 customer service jobs, handing the workload over to AI bots instead.
The message was clear:
Why pay humans when machines can do it cheaper?
Fast-forward a little… and today….
Customers are complaining.
Executives are quietly walking back their confidence.
Even Salesforce leadership has admitted they were “too confident” about what AI could actually handle.
Turns out: bots aren’t very good at being human.
Who could have guessed?
The Real Mistake Salesforce Made
This wasn’t just a technology mistake.
It was a business philosophy mistake.
They treated customer service as a cost to eliminate instead of an asset to compound.
And that’s the part every business owner should pay attention to.
Because customer service isn’t an expense line.
It’s one of the most powerful value-creation engines in your business.
It’s where:
- trust is built
- loyalty is earned
- repeat business is created
- and differentiation actually happens
Salesforce didn’t lose credibility because their bots were buggy.
They lost credibility because they forgot what customers are really paying for: to feel understood, supported, and valued.
Good luck getting that from a script.
Why This Matters to Your Business
Most businesses are still obsessed with **acquisition**.
- More leads.
- More ads.
- More funnels.
- More noise.
Meanwhile the real leverage sits quietly in:
- understanding your best customers deeply
- segmenting them properly
- investing in the relationship
- and deliberately enhancing their experience over time
When you do this right, customers don’t just buy again.
They become true assets
- Predictable
- Repeat
- High-margin.
- A staunch line of defense against competitors.
That’s the kind of asset investors pay for.
And it’s the kind of asset that gives you the lifestyle you want from your business.
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P.S. I’m not the “systems,” “finance,” or “fix your processes” guy.
I help you fall in love with your business again—Because it finally gives you the life you want today
While setting you up to exit on your terms tomorrow.
Join my list for blunt insights and practical strategies to build the business you need for the life you desire