"People will forget what you said, people will forget what you did, but people will never forget how you made them feel." Maya Angelou. The bottom line: make customers feel about your product. Create an ethos, with personality and values for your customers to relate to. When they receive your product make them feel an emotion, know your customer enough to and make them buy in to your company culture.
The best way to do this is to install these values in your staff, especially your customer service team and hire staff that reflect how you want your company to be seen.
Zappos has embraced this culture and has built their company around their employees own happiness. when recruiting 50% is based on around the applicants skill set, the other 50% is based culture and ethos.
Below Jenn Lim, CEO & Chief Happiness Officer, Delivering Happiness; Consultant, Zappos inc offers her thoughts and experiences on how happy staff can help build a truly customer centric organisation.
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