How are operational excellence and customer intimacy related?

communication skills, talking to customer listen to them show them that you care, and really listen because a customer know when you are listening. eye to eye contact all the time let nothing distract you from that conversation . that's intimacy for customer because a customer may have a bad day and they just want someone to care are listen just for that one moment, and Excellence for you to take the minute for your 8 hour's and just listen.