listening archives
“Companies often spew about “customer relationship management” or “disruptive customer-led innovation” or any number of other impressive-sounding processes. But as often as not, what the customer wants is as simple as sitting down and listening for a minute.”
To balance my “don’t (just) listen” to customers post below, a great article by Mark Hurst on how to exceed low expectations by just listening for a change.

posted by ted 20 minutes ago

“You have two ears and one mouth. Remember to use them in more or less that proportion.”
Richard Saul Wurman in Information Anxiety

posted by ted on Tuesday, Oct 10, 2006