CD Baby had lots of powerful well-funded competitors, but after a few years they were all but gone, and they dominated that niche of selling independent music. 150,000 musicians, 2 million music-buying customers, $139 million in revenue, $83 million paid directly to musicians. How did they do it?
Client Care (not Customer Service). Be available, be generous. What would do if Paul McCartney called in? Every one is Paul McCartney.