The answer is quite simple: It is not about resolving a customer issue one time. It is not about a person from one functional area resolving an issue or fixing a product defect. And it is not about one aspect of the product/service offered to the customer. It is a culture that is embedded in the nerves and veins of the company. It is about every person in the company on every aspect of the product/service – doing the very best every time to every customer.