Social media has made it easier for people to say what they think,..
...and then for companies to actually now hear that...
...because it's created a shared platform.
I think companies that don't listen to their customers shouldn't be in business.
You exist to serve your customers.
If you don't listen to them, then you don't know what they want.
Then, you become irrelevant very quickly.
And now, it's very easy to become irrelevant quickly.
However, it was Henry Ford who said,...
"...Only if I had asked my customers what they wanted,...
...they would have said a faster horse."
In order to have breakthrough change,...
...sometimes you have to take a step back from what the customers are telling you.
They want you to invent or how to improve your product,...
...and then present them with the new thing.