Listening to Customers

Where are the ears in your organization? Who in your company has the stethoscope next to the heart beat of customers? If we are not effectively listening to customers, the quality of service is declining. Tom Peters, in his book Thriving on Chaos: Handbook for a Management Revolution,
says it's the companies that, "listen, listen, listen to customers," that are going to be the best in this new millennium. What are the most ways you've found to tune into customers? Please post your ideas.

But a new trend we are seeing is what I call survey burnout. More tomorrow on that topic.