This short article, Service is what keeps customers coming back for more, is spot on.
Provide exceptional customer service consistently and before long you will have a highly profitable reputation for great service. It's been that way for decades.
Jeffrey Gitomer says it well, "The bottom line is this: The products at department stores are about the same. The difference is the people, the service and the technology, not new signs and shelves. Create the atmosphere, and every employee will begin to hear ringing in their ears-the ringing of cash registers."