How to listen to customers, and not just the loud people
Startup Lessons Learned
SEPTEMBER 14, 2008
This was 2004, and we had never even heard of MySpace, let alone had any understanding of social networking. Some techniques that Ive found especially helpful: Build your own tracking survey, using a methodology like Net Promoter Score (NPS) to identify and get a regular check-up from promoters (and to screen out detractors).
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