Great points made by Michael Fertik. But should it really be unexpected? As he points out, stand-out organizations recognized, understand and utilize the power of customer service throughout the organization. They harness it's power and convert/translate it into bottom line results.
Check out his article: The Unexpected Profit Engine
http://www.linkedin.com/today/post/article/20140225191358-11281694-the-unexpected-profit-engine