Not only do I want to enjoy using applications, I also want to enjoy interacting with the IT organization. So don't bore me with your tedious inside-out service level metrics, communicate with me. Well, at least try to communicate. Think about what kind of experience you think I should be having when we engage. Use every 'moment of truth' to reinforce that experience. And get some meaningful feedback from me (not yet another badly though out survey) and do something with what I tell you.