Which customers are you listening to?

Wise leaders listen to the right customers for the right reasons.

THINK ON IT: Which customers are you listening to?

The customer may not always be right, but they are worth listening to. Which ones have your ear?

Often we pay the most attention to the loudest voices: those who are dissatisfied in some way. Or those with a big opportunity we want to land. Occasionally, we may even call upon select customers to serve on our advisory boards, typically, recruited from the most likable amongst our base because of what they say — a bit like reading our own press releases.

In all this customer listening, are we hearing from our ideal customers, those who represent the sweet-spot of our business? Or are we listening only to the fringe? Those that either make the loudest noise — or the sweetest?

What changes could you make to better listen to those in the sweet-spot of your business?

“I remind myself every morning: Nothing I say this day will teach me anything. So if I'm going to learn, I must do it by listening." — Larry King

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