Here is a great article on the Harvard Business Review blog site that provides a framework for building the customer experience.
I like it as it looks at the entire customer experience within the enterprise, not just "what customer service does". It also provides a very simple to understand framework that helps you examine the interactions a customer may have with you, from the customers prospective. The way it breaks things down also makes it simple to look at what parts of your business may be not providing the level of service required.
Read, enjoy :)
