Here is a great post by Stephen Pollard I have just read in the Daily telegraph.
I had to share and add a short build of my own:
Want to create loyal customers? Screw up and annoy them (seriously). When they draw your attention to the screw up, fix it in such a way as to make them gasp with pleasure. Because most customers receiving great service wouldn't know it if great service danced naked in front of them. A hiccup in great service put right, rapidly and effectively, is what creates long term customers.