“ If you give customers a chance, they’ll communicate with you in many ways. ”
To paraphrase Einstein, insanity is expecting employees to do one thing while rewarding them for doing something else.
~ Robert G. Thompson
Most companies that win don't have a unique strategy; quite the opposite, they are doing what everyone else is doing but have figured out how to execute better.
The simple truth is that technology is still a poor substitute for human interaction.
Customers are speaking to you implicitly via their behavior, captured in the footprints they leave behind in your systems.
