Most businesses claim to cater to the customer.   They may make a strong point in their marketing and advertising.  Unfortunately, many fall far short of that goal.  Look at some of the experiences Mr. Merholz had with major airlines.

Where do we fall short?  Usually in failing to have true customer service as a part of [...]

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Your customers!
Follow the advice of your customers?  Yes, your customers!
Let me explain.
If you have done your marketing analysis properly in the beginning . . . or even if you haven’t, you need to keep learning what your customers want from you.
That large group of people know exactly what you should do in and for your [...]

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