27: #27 Staying Nimble by Always Listening

Continuing our discussion of what sets agile brands apart. “The customer is always right” is a cliché we’ve all heard countless times. It’s vital to listen to our customers so we can understand what they are saying, and why they believe they are right. This process of listening and reacting has been made both easier and infinitely more complicated by the rise of social media, review sites, social media “influencers”, and company websites that solicit feedback. To be nimble and react to what your current and prospective customers say, what your competitors do, and what your critics write, you must be prepared to listen, analyze and adjust what you’re doing at a moment’s notice. So, keep in mind the point above about using data throughout your processes.

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