The opposite of Customer Love is not Hate, it’s indifference.

Listening to customers is like a chain reaction that gets you going in one direction only.

Forward.

Why listening to customers is great

But if listening is great, why do we do it so rarely?

Remember, listening to customers involves listening to all kinds of customers.

The tricky part starts when you receive criticism.

The important question is: can you find constructive feedback behind the criticism? If yes, what next?

Take the feedback, and ignore the tone.

At Freshsales, that’s the approach we took with an early customer who wrote a harsh review of Freshsales. We decided to respect the feedback and act on it constructively.

Here is the story …