Recent experiences in listening to your customers


Nobody in business will ever say he isn’t concerned with listening to the customer. Really proving it, of course, is the difference between well-loved companies and those that aren’t.

Even notoriously frustrating Comcast has gained ground with its use of social media — a powerful mechanism for communication that, despite all the attention, we still may have yet to fully grasp. But beyond the buzz, the real value is hearing from customers who experience your products, whatever they may be — from buying tires to reading news.

I had two experiences with the concept recently, one from your friends in old media.

On Friday, I was driving a car that wasn’t my own through Flemington, N.J., though I had been holding on to the keys quite a bit in the past few months and noticed no warning signs of trouble. After filling up the tank at the Quick Check — something of a North Jersey Wawa, 7-11, fill-in your moderately well-liked convenience store that makes hoagies etc. — I turned the key and.. nothing.

I got the chance to offer, as a regular customer, my thoughts but didn’t feel anyone cared — how strange a successful regional corner store chain can’t do what old media did the same week.

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