In the current competitive market trend, the organization must look beyond customer satisfaction and exceed the customer’s expectation. It is also inevitable to launch a product without any problems or customer complaints. So it is good for the sustainability of the business organization to provide a proactive support for customer problems before the problem escalated by the customer and to do a research on anticipating the customer needs. Try to map the of the product or the service quality customer’s interest points with the organization product and service offerings and assign a weight for each in the list and determine the crucial factor that influences the customers in investing towards the organization. The result could be a brand name, price, quality or competitive edge in a feature.
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