Customer input is critical to continued success

Soliciting feedback from customers will provide businesses with a better understanding of their strengths and weaknesses. Few distributors, however, actually go out of their way to survey their clients and this can be fatal to the continued success of the business. Those who do take the time to conduct customer satisfaction surveys observe that the questionnaires are simple, ask few but pertinent questions and show clients that their input is valued.
Ed Koch, the feisty former mayor of New York City, used to greet people on the street and ask them: 'How am I doing?' It wasn't the most scientific way [...]