nintendo gets it!

Corporate culture is one of the most important aspects of an organization. For mega corporations with thousands of employees all over the world, that's what holds a company together, their set of values.
There's no amount of micromanaging that can teach how a customer service rep should do his/her job, but tell them what the company values are and somehow they'll figure out what to do.
Take a look at this post from saska, about her surprising experience with Nintendo's customer service.
Now read this article in the "Washington Post" about Nintendo's video game guru Shigeru Miyamoto (photo on the left) keynote speech at last week's "Game Developers Conference", in San Francisco.
Miyamoto, creator of "Mario Brothers" and "Donkey Kong", told the audience, "developers should resist the temptation to create only sequels of established hits and games based only on horror and revenge". Speaking about his own approach he said, "I always want that first reaction to be emotion, to be positive, to give a sense of satisfaction, glee... Certain obstacles may temporarily raise feelings of suspense, competition, even frustration. But we always want that final result, that final emotion, to be a positive one."
If you read both articles, it's clear there's a common thread there, and that's why Nintendo seems poised to take over the gaming world.

Reference:
Konrad, Rachel (2007). Nintendo Guru Wants More Happy Games. The Washington Post. March 8, 2007 (here).