La, La, La, I’m Not Listening


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Recently a client asked us me remove a question from a survey. The question was, “Are there any additional features you’d like us to offer?” It’s a pretty standard question, the purpose of which is to engage customers in the process of co-innovation.

But the client didn’t want it. The reason? “Our product development team has too long a list of features already.”

So let me get this straight – the solution to having too much on your plate is to stop listening to customers?

I find this attitude pretty frightening. To succeed, a company needs passionate customers who will become evangelists. You only create that kind of passion when you know your customers.

Another reason to ask the question is to keep track of changing trends. Suppose they asked the question and found out that the stuff they were developing now was not what the customers were asking for? Wouldn’t that be considered useful information?

You can never stop listening, never assume you know it all, or you’re headed straight for mediocrity.

Republished with author's permission from original post.

Thompson Morrison
Thompson Morrison has spent the last couple of decades figuring out how companies can listen better. Before co-founding FUSE, Mr. Morrison was Managing Director of AccessMedia International (AP), a consulting firm that provides strategic market analysis for the IT industry. His clients included Hewlett-Packard, Compaq, IBM, and Vignette.


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