Very nice article by Tyler Wells that goes at the heart of what means creating great Customer Experiences. If big corporations were able to act like Blacktop – his coffee shop- we all would live in a happier world.
Oh btw, here are the five gold rules:
1. Without Customers, there is No Customer Service
2. The Experience is Most of the Product
3. Meet People Where they Are
4. Your Customers Will Be as Great or Awful as You Permit
5. Have a Purpose
Full article at uxmag.com