No doubt. But I mean 'care' in the touchy-feely sense of the word. Maybe there was someone there who obsessed over creating those 'magical' moments for users, but I can't say I've heard too many anecdotes about that.
I read it back and realised I misunderstood what you meant, understanding it as being about the "magical moments" what you said makes sense, I was looking it as you meant caring about what all users want, not what individuals with support requests get. In hindsight I have no idea how I came to that conclusion, the previous section makes it clear :-)
