Ignore your customers at your peril!

Organisations who don't listen to their customers do so at their peril but sadly this is all too often the case. For some reason decision-makers within organisations believe that they know what customers want and set about designing products and services to meet those perceived needs. Can organisations deliver great customer experiences working this way?

Read the full article by James Horsham at: 

http://www.walesonline.co.uk/business-in-wales/business

Note: James has recently been given a column in the Western Mail business section. You can read published articles regularly throughout the year. Visit the Brand/68 website to see new articles.