One of the first rules of acting on customer insights is to simply let them know that you're listening. Unfortunately, too often, customers feel like their feedback goes into a deep dark black hole.
Here is a real-world example: I attended a meeting recently with a small group of customer strategists from technology companies responsible for their voice-of-the-partner programs. Also invited to the meeting were a small group of value added resellers (VARs) - precisely the....