> Personally I’d never claim to offer extraordinary support - the expense is insane. There are cheaper ways to brand - with much smaller downsides. Depends on

> Personally I’d never claim to offer extraordinary support - the expense is insane. There are cheaper ways to brand - with much smaller downsides. Depends on what you do and how much you charge for your services. If your product is twitter, yes support is expensive. If your product is a CRM with $1K annual price tag support is cheap (providing your application has a decent UX and you fix identified, repeating bugs). Thanks to all big enterprises; banks, telecoms, paypal etc. people's expectation from "extraordinary support" is a decent answer within 24 hours, "24 HOURS". That's it. That's nothing, easy to provide and people will praise your name for doing it. So actually for any kind of B2B business with good margin "Support" is cheap and ROI is insanely good.