In one of my recent blogs I explored the increasing importance of the customer experience, particularly because customers are now also publishers - they can easily tell their friends how good or bad your service is at the push of a button.
I once worked with a girl who, when a stunning Valentine's bouquet was delivered for her, remained unmoved. I asked why, only to be told she'd let her suitor know exactly what she wanted, most importantly that the flowers be delivered so the entire office got a good look at them. She might as well have kicked romance up the arse.