Here is an important article written by William Taylor co founder and founding editor of Fast Company for the NYT
Snip:- In an era of fierce competition, when customers have more choices than ever, the toughest business challenge isn't to keep expenses down. It's to keep loyalty high. Anything that a company does to make its products and services a little more engaging, a little less ordinary, can pay big dividends. Anything like, say, answering the phone.
The full article follows on