Listen to Your Customers
It hurts, but when your customers hate you, you should be listening all the more carefully:
You need to find out the who, what, where, when, and why they hate you. Probe deeply with focus groups, in-depth interviews, social media monitoring, and survey research. Rigorous research done right (our specialty) will give you valuable insight. And if it is communicated expertly to management (our specialty) you can probably fix the problems. Then, the next time you listen to your customers, you won’t need to duck and cover.
–Joe Hopper, Ph.D.