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That's a very critical phase in customer service because you can start to really understand what part of customer service has value to customers and what part is bothering customers.

Customers are very demanding and well informed.

It is customers that decide if we succeed.

What we need to do is run our business. We need to come up with a value prop that is so compelling that customers have to go for it.

As our products have improved, and you add value at the high end, customers move to the high end.

When you know who your customers are, that can give you an edge on the competition.

For businesses to be successful, they need to constantly ask the question: 'How can we provide value to our customers?' At the end of the day, that is what matters.

Companies cannot really see beyond their current customer base. They explicitly or implicitly do things to protect their current customers. And the last person to want real change is your customer. This is why most new ideas come from small companies that have nothing to lose.

We don't want to push our ideas on to customers, we simply want to make what they want.

Value-first is a perception. If your customer does not perceive it as value, then it's not very valuable.