Customer needs, wants and expectations drive their behavior. The challenge for customer service representatives and other employees in any organization is to properly identify what it takes to promote customer and brand loyalty. The easiest way to accomplish this is to ensure that effective customer service and interpersonal communication training is conducted regularly. Also, that employees are empowered to handle complaints and other customer issues as they occur, without delays or having to wait for supervisory approval.
A quote by Alice MacDougall sums up the idea of customer satisfaction.