We all know excellent customer service when it happens to us. Great customer experiences drive future business and referrals. Lack of great customer service also has a far-reaching impact, but in a negative way. Done poorly, it costs money and customers. Failing to go above and beyond could cost you your most loyal customers and possibly your business. According to a report by NewVoiceMedia, the cost of poor customer service in the US is $41 billion per year.