Here is the first in my series of answers to the question, "What's wrong with customer service?"
Adaptation- Memorable Experiences are difficult to produce because they can’t be prescribed. It’s an evolutionary process which occurs by building relationships with customers. While the product (thing being sold, or the physical hotel) is relatively static, customer relationships are not. It’s more than smiles and using someone’s name. It’s about being “adaptive”, and continually moving the experience along a path of higher and higher expectations.