Have you ever been to a party, introduce yourself to a total stranger, and in the next five minutes, hear the story of their lives? Have you ever noticed how much people LOVE to talk about themselves? They're so happy when you listen to their stories. They pay huge sums to therapists to "listen" to their stories and complaints.

I find this a very interesting trait of human nature.  I actually enjoy listening to other people, hearing their stories. I'm genuinely interested in knowing about them. However, in business, I'm not sure if I ask enough questions or the right questions of my customers, or if I listen well enough. It's important to ask the right questions, then LISTEN hard.  KNOW what your customer wants and needs. Understanding and fulfilling those needs and wants can spell success or failure.

You can't just "think" you know your customer. And demographics are not enough. Get in the trenches with them.

Ask and listen.

Your customer has to know that you sincerely desire to deliver the goods, deliver exactly what they want and need. And you'd be even happier if you can over deliver.

The best salesman is the best listener.

If you're face to face with your customer, you have the advantage of asking directly  what they like about your product/service, what they don't like, and what would make your service even better. Can you just imagine how happy you would be if a merchant cared enough to ask you these questions, and then acted upon what you shared with them? How do you feel when someone over delivers? I know I would be a deeply touched,  passionately devoted fan and would spread the word. People share good experience just like their share bad experience. And in this challenging social climate, people want to be "listened to" and counted more than ever.

How do you communicate with your customers online? Comment box? Newsletter? Blogs with comment box? Other email?

How?  This is not a rhetorical question. I want to know. My customers are reticent. I know they enjoy my newsletters, but I don't get enough feedback. Are they shy? Or am I failing to engage their participation? Not looking for kudos. Looking for communication.