How often have you rung another organisation and been kept wait for 10 minutes before you get to speak to a "customer service officer"?
When a customer of AOL tried to cancel his service he not only had to wait to talk to someone, he then had to endure a sales pitch. How do I know? He recorded it and published the recording on the internet.
Are your business processes really customer-friendly? Are they designed to suit your convenience or the convenience of your customers?
How would your business look if a customer recorded his telephone call to cancel his service with you or a customer video-recorded your repairman?