Idea mining: listen to your customers

Found the CEO of coinbase on Twitter today, answering customer support calls: https://twitter.com/brian_armstrong/status/919007133697323009 This was reinforced  by Fred Wilson. He called this simple exercise a 'game changer'. I have heard the same from senior managers at Vodafone - who would shave in the morning with their headphones playing recordings of Customer Service calls. This is …

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