This is the answer that Jam Mayer gets from personnel when asked if they considered satisfaction in their planning and operation processes. Jam was shocked and so was I when I read the post at CallCenterScript.
Every action that you and your employees take should be done with the customer at the forefront of their minds. It should be automatic. These actions directly or indirectly affect customer satisfaction.
I know, this is probably an unrealistic expectation, but if somehow this was ingrained in their brains from the very beginning.... You may even literally have to hypnotize people into thinking about the customer at all times.
Ask your employees if they think about customer satisfaction. I'd be interested in knowing what their answers are...
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