is: "if the purpose of a business is to create and keep a customer, what is the most important goal you must achieve with each customer if you want the person to buy and buy again?"
and the answer is simple: make the customer happy that he did business with you. make the customer happier doing business with you, from the beginning of the buying experience through to the customer service experience afterward, than he would be if he had bought from someone else. happiness is the key.
the logical extension of this line of questioning for managers is: "how do you get the best out of each person who reports to 