A new client recently asked StarComm to work with them to improve customer satisfaction using the Internet. They stated their initial concerns over their servers not being powerful enough to handle all that they were planning to add in the coming 90 days. We started asking fundamental questions to find out how the features of this new system matched up against what their customers were asking for. We learned that alignment was minimal, and their customers could best be served by extending the functionality of their existing server. The information their customers needed turned out to not require the high-security of the new system.
Customer service is a feedback loop.
You offer a product or service, your customers try it out and tell you how they wish it were different. You pay attention and make adjustments as appropriate. Next, you build and offer it, then pay attention to whether they use it the way you expected them to use it. If not, you need to make further adjustments. Well, it's mythical, actually.