Keeping a customer relationship alive

Kelsey Ruger recently wrote a very interesting blog post about customer relationship management...

The product doesn’t change between visits. Neither does your meticulously crafted website. But the customer does. Every minute, every hour of every day they are changing invisibly in ways that have nothing to do with your company or product. And yet everything they bring to that next interaction becomes part of what they experience....

I'm always unsubscribing from newsletters from companies that make things I no longer need or want. Sometimes they ask why I'm unsubscribing, but not very often, and usually not in the way they can use to manage their customer relationships.

When we ask our customers for feedback, we have to find out where THEY are. We have to be more interested in them than they are in us.