Fast Company: “But Wait, You Promised …”. One of the promises of the new economy was that the customer would finally be in charge. We weren't supposed to need to call customer care — but if we did, then someone would take our call quickly. Everyone believes in delighting the customer. [Tomalak's Realm]
I had to laugh while reading that “delighting the customer” is important to most businesses. I've generally found that not to be true. Most businesses want you to pay up and go away.