“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 Boren
on Tuesday, Feb 08, 2011
tagged with
listening,
user-centered design