Customers want to feel that they are important.
Keep in mind that employees will act based on actions that are reinforced, so if you want them to be customer focused, then reward employees who display those behaviors. If you want your employees, for example, to take the time to go the extra mile for a customer in need, then afford them the opportunity to do that and then recognize their efforts, whether through a formal recognition program or a simple thank you. This will strengthen the relationships you have with your employees and at the same time strengthen the customer’s relationship with your team and, by extension, your company. Customers like suppliers who make things easy for them. They also want to feel that they are important to your business. They will feel that way (or not) based on how well you meet their needs and create a positive, hassle-free experience that demonstrates their importance to you. That’s what will keep them coming back.