What your product can do is less important than ...

I have been telling people in my office that "what we can do technically" is less important that "what our customers think what we can do".

Here is a video that talks about that. You have to put yourself in the customers shoes to find to understand what they feel when we do or don't do something. When there is a problem with our system, it is important to try to solve that problem, but it is more important for our customers to know that we are doing something about the problem.

I believe in many cases the reason customers leave only when customer loose trust in our ability to communicate and get in touch with them. We need to be able to communicate with all our customers. That is thereon why Blog, Social Media, New Letters are very important in addition to customer callings and meetings.

Kenichi Uchikura
President / CEO
Pacific Software Publishing, Inc.
ken.uchikura＠pspinc.com

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