To hear the voice of the customer, listen to the conversations at Matrixx Marketing. Gatorade, DirecTV, Hitachi, and other well-known companies care so much about their customers that they don't talk to them. Matrixx does -- 200 million times a year.
Charles Fishman (firstname.lastname@example.org) is a contributing editor at Fast Company.
"Are You Listening?"
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"What is Great Service?"
"How Do You Learn From Customers?"