Hi Jo-Anna,
I might add that, as you noted, we can go beyond a customer's expectations only if we know what the expectations are in the first place. It is easy to stop at the minimum. In that sense, every organization provides some level of customer service, though in some cases - poor. It's when we go a little beyond - a customized little enhancement that fits the customer and is not expected. It makes the whole customer service process more personal and enjoyable!
Jay Hollowell
