Most companies avoid looking at themselves through the eyes of their customers, because they are scared of what they are going to find. Encourage your customers to complain, and provide meaningful feedback. Create mechanisms that facilitate this flow of information. Keep an open mind and use this feedback to get better.
Remember that your strongest ally is an educated customer. And the responsibility of educating the customer rests firmly on your shoulders. Educated customers buy more, cost less to manage and reduce transaction costs.
Besides, we could all use champions that promote our cause.
About Hemant Rustogi