If you want to remain in business only way is to be customer centered . Everyone in your company who is impacting interacting with the customer must be sensitive and have to be given massive training in dealing with customer .
I am reminded of story of an old loyal employee who sits in the entry gate of electronic factory after his retirement;
Any visitor to the factory is greeted and offered a new pair of shoes to enter factory by him . When visitor returns after tour of facility ,his old shoe is kept well polished, socks pressed and presented with a rose on a silver plate. The thrilled visitor who could not believe his eyes asks "why are you doing this.?" Back comes the reply. I owe this to my employer who fed me for 40 years. I am retired and only way I can pay back is by delighting the customer this way.