Foundations of Customer-Centric Business
An example is given (driving in different traffic conditions) to suggest that a customer's mood is directly related to the processes that are going around them, even though the task they are performing is essentially the same.
The author speaks of your "data engine," the system(s) that store, retrieve, and save data, as being critical to a smooth ride. The system has to be designed to be as accessible and open as possible, and have sufficient power to handle the volume of work they will be asked to perform.
There are also external processes that you must control: if your company uses third-parties to warehouse, pack, and ship merchandise, you must integrate with them as possible. The customer doesn't' care whose "fault" it is when a good arrives late or damaged, and the failure of external systems is perceived as your own failure.
You must also be prepared to rethink your business as customer needs change. The old-school analogy of a camera store, which also has to sell batteries, film, and developing service to provide a complete package in service of customer needs rather than selling just the camera and making customers do the legwork to obtain the rest of the bundle themselves.
Simplicity is a key, to ensuring that customers are not irritated or overwhelmed, yet still feel they have access to complete information from a reliable source, in a timely manner, and in a format that they can clearly understand and relate to their needs.