Never assume that you know everything about your customer or vice versa. Assumptions spoil the relationship. Listening is the best tool to combat assumptions. Keep listening to your customers, at all times, at all touch points, because only very few customers actually...

Everyone agrees that it is important for a brand to listen to its customers. But How? There are several touch points and methods available for a brand to listen to its customers. Put up customer service kiosks, where customers can just click a smiley to indicate their...

Eric Ries in his book on Lean Startup aptly summarises the action that needs to be done by companies if they want to build great products. “ To this day, I still read every piece of customer feedback sent to our company and I make an effort to share those insights...

You need not be discouraged if the customer gives a poor feedback about your product or service. The very fact that a customer has bothered to give a feedback is itself a great opportunity. Most customers don’t bother to give feedback. Instead they choose never to...