Silent customers can be deadly. Encourage them to complain.

When something needs to be improved, take your medicine - fix it.

Listen to customers and you will hear them. Look carefully at customers and you will see them. Do both and you will understand them.

How can you learn more? By admiring what you've done right? Or by studying what you've done wrong?

Ask your loyal customers for positive comments about your products and your service. Then post these testimonials where other customers and prospects can enjoy them.

When customers' expectations change faster than your willingness or ability to serve them, you can be sure they'll be someone else's customers soon.

Exceeding expectations is where satisfaction ends and loyalty begins.