The best way that I have found to increase customer happiness and longevity is to reduce friction. Friction is anything that slows down the momentum of the customer experience.
It could be a lengthy contract full of legal babble, a silly or an outdated policy (or policies), an unremarkable product or service, a confusing invoice or serving time in CSJ (Customer Service Jail: Long, forced wait times while calling Customer Service – cue the evil laughter!).
Whatever the cause, friction can slow down a good thing and may even cause the customer experience to derail. Spend time this year looking for anything that may slow down a customer’s good will and try your best to eliminate it (or at least reduce it). Make 2008 the year of Frictionless Marketing.