With the push to virtual connections and technology-based services, there's a case to be made that customer care needs a greater strategic focus than ever before. Anne MacKeigan, customer care program specialist for Sandler Training, brings us her perspectives and examples on how customer service creates a highly-desired, repeat customer base. She explains parts of her book, "CUSTOMER SERVICE THE SANDLER WAY: 48 Rules For Strategic Customer Care," to Tim Muma on how sales and reputation are impacted by customer service, and how world-class care takes a special approach and planning.