As BAs / Architects, I think we see this a lot. Personally, it makes me sad, because I know there are many more efforts of higher value if only we didn’t focus on trying to “Surprise and Delight”. Summary points: 1) Organizations Should Seek to Meet Customer Service Expectations, Not Exceed Them. 2) Low Customer Effort is the Key to Meeting Service Expectations.
http://www.executiveboard.com/blogs/customer-service-in-it/
Professional business services as it should be.