How a business interacts and supports its customers is super important to keeping hold of them – and attracting new ones. We speak to James Loach, head of UK customer experience at men's grooming brand Harry's, and Coulter Lewis, founder of lawn care brand Sunday, to dig into the details of how they go about it. Plus, we get the lowdown from Kristen Durham, VP of Zendesk's Startup Initiative, on the essentials every business needs to have in place from the beginning.