192 customer burden elimination (continued ) permission to anticipate, 136­139 stupid stuff, 127­132 customer expectations change in, 13 on delivery, 25 customer experience, human memory and, 27 customer loyalty, 127­128 building, 3 customer perspective, importance of, 161 customer satisfaction, 22 customer service anticipatory, 6 employees in, 149 mastering fine points of, 11 mispersonalized, 168­169 self-service in mainstream, 113­114 social media principles, 149­150 unlearning negative attitude, 86­87 Customer Service: New Rules for a Social Media World (Shankman), 139 customer trends, 12 customers attaching to, 58­61 autonomy for, 111 consistent needs of, 21 constant change, 19 continuum for interaction, 5 disabled, 121­126 emotional needs of, 28 employees' interest in, 34 empowerment of, 16­17 focus, 75 index employees autonomy of, 96­97 benefits for, 71 buy-in on principles, 79 compensation, 70 elective power, 146­147 fit in company, 91­93 focus, 75 helplessness, 130 hiring decision, 71 importance of feelings, 161­162 input from, 35­36 interest in customers, 34 motivation of, 67 online comments, 70 purpose and function, 100 reaction to customers, 41 texting by, 73 training of, 162 treatment of, 69 trial period for new hires, 90­91 empowerment of customers, 16­17 escape hatches, for self-service, 34, 115­116 Exceptional Service, Exceptional Profit (Inghilleri- Solomon), 7 extras, as standard, 38 eye contact, 163 Facebook for thanking customers, 156 Whirlpool on, 27, 171 FAQs, 116, 166