“Excellent companies. . . are also better listeners.”

“All too often the product is designed in a vacuum, the pipedream of engineers who love the technology but may never have seen living, breathing customers use their companies’ products. So the excellent companies are not only better on service, quality, reliability and finding a niche. They are also better listeners. That is the other half of the close to the customer equation. The fact that these companies are strong on quality, service, and the rest comes in large measure from paying attention to what customers want. From listening. From inviting the customer into the company. The customer is truly in a partnership with the effective companies, and vice versa.”

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“Excellent companies. . . are also better listeners.”

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