The Cream in My Coffee

“You’re the cream in my coffee” is the opening line and title of a song written in 1928 by Buddy DeSylva and Lew Brown. It was a song recorded by many famous musicians like Nat King Cole, Les Brown and the Ray Conniff Singers. It provides a powerful metaphor for the difference between great customer service and innovative service.

Great service is the delivery of all the basics done superbly plus something extra. Think of the baker’s dozen, upgrades, complimentary whatevers. Great service is l...