This is a common statement that companies use when they've screwed up with their customers. Maybe its a good line, but it doesn't work for me. Then again, I'm an INTJ type that is all about efficiency and optimization, and also we are less than 1% of the population.
Why doesn't it work for me? Because in my experience companies that truly care about their customers and giving them a great experience already answer that question. They don't ask you, they offer. Audi, Coach, my favorite restaurants, etc all take care of me without asking. Sears, that crappy pizza joint in Michigan City, Lincoln, GM, all have to ask, probably because they truly don't know what custmoers care about.