Michael Cage: “Many small businesses have no idea what the ‘little things’ are that keep their customers coming back. Sometimes, even with the best of intentions, those ‘little things’ are changed or taken away. This can be a good thing, where the customers you gain more than make up for ones you lose. But you’d better know, which means you need to pay attention. And you need to ask your customers, all the time, what they like, what they don’t like, and how you can make things better.”

Originally posted by Dane Carlson on January 12, 2005 in Ideas.

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