There is not a day that goes by where I am not preaching, begging, and to some extent cajoling would-be and current clients to devote the needed resources to study customer attitude and insights. Too often I hear about budget cutbacks, a lack of belief that information will actually help the bottom line, and that more pressing projects are in need of funding. Knowledge is power, we all know this. If your customers are not happy, and you are not on top of this, how much longer will they be your customer? If employees are not....