Tomorrow's Manufacturer - Excellent Customer Service

I'm working on the first round table event which is going to deal with Excellent Customer Service. I've been fortunate enough to have been put in touch with Irene Ng (http://value-basedservicesystem.blogspot.com/), whose research lends a provocative perspective to this area. Having read some of Irene's work, and having seen a broad range of Manufacturer's offering different levels of Customer Service and Support, I'm beginning to view it like this:

1. Traditional Manufacturer. Offers “customer support” – i.e., if a product fails, they’ll come and reactively fix it
2. Progressive Manufacturer / Today’s Manufacturer. Offers “customer service” – i.e., is able to proactively offer services alongside the product, to help the customer get the best from the product
3. Tomorrow’s Manufacturer. Co-creates value with its customers within a value-based system. Barriers between product, service, supplier and customer are blurred and dynamic

I'm looking forward to what should hopefully be a lively debate in June!