If we’re a small enterprise and things go wrong, we learn about it immediately (and are usually quick to take action to fix the problem).
Once we’re no longer so small, and become further removed from the customer experience, we may find that we don’t respond to feedback in the same way.
Maybe we just don’t hear it. Maybe we’re too busy doing other things. Maybe it never makes it up the chain of command, or maybe it just doesn’t matter as much, now that there’s more cash flow.
It’s a good thing to be responsive to our customers. They’re the ones that helped get us to the point where we are now: big enough that we think we can ignore our customers.
Doesn’t make too much sense when we put it like that, does it?
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