This article from Harvard Business Review starts with an example of a shoe company that says that their primary business is not supplying shoes or clothing – they are in the business of delivering happiness.
The US company, Zappos, take customer service very seriously. Their record for one customer service call was 8 hours 23 minutes, which prompted one commentator to ask what was wrong if a problem took this amount of time to resolve.
It’s an inspirational article rather than a problem solver, but it might make you think. The link is http://blogs.hbr.org/hbr/hbreditors/2011/06/the_key_to_great_customer_serv.html?referral=00563&cm_mmc=email-_-newsletter-_-daily_alert-_-alert_date&utm_source=newsletter_daily_alert&utm_medium=email&utm_campaign=alert_date