“Not being in tune with your customers is like living in an alternate reality; the way you think your customers feel about your product is not always the same as what your customers really think about your product.” – Bo Bennett
One sentence that brilliantly sums up what customer focus is all about. When you design your product or services, it is important to step into the shoes of the customer and then critically appraise what your are offering.
This is the very essence of customer service.
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