I sat today in a team meeting, where we talked about our long-term goal of delighting our customers. It’s an easy thing to talk about, but it’s very hard to achieve. There’s a reason people always come up with the same holy grails of customer delight (say, the iPad) … there aren’t that many of them!
I ended up speaking some with our senior director about a recent set of experiences I had with Charter Communications. I recently upgraded my services with them, and have had several small nagging issues that I never thought to call them about. Just little things that kept me from being delighted.