1. Your most unhappy customers are your greatest source of learning.
2. Spend a lot of time talking to customers face to face. You’d be amazed how many companies don’t listen to their customers.
3. It helps a ton when you learn people’s names and don’t butcher them when trying to pronounce them.
4. The more you engage with customers the clearer things become and the easier it is to determine what you should be doing.
John Russell, President, Harley Davidson
5. There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.
Sam Walton, Founder of Wal-Mart