How does Ritz Carlton do it?
This post has nothing to do with software, but very relevant to services of all kinds. Read about how Ritz Carlton takes it beyond just customer delight. They work on customer anticipation and employee liberation. I am surely going to test this out someday 
http://www.forbes.com/2009/10/30/simon-cooper-ritz-leadership-ceonetwork-hotels.html/
