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A trap many big companies fall into is losing touch with their customers.  Many executives never talk to customers directly, only learning through statistics and demographics.  As a result, they often make decisions to treat their customers like numbers, not human beings.  Customers dread calling into these sorts of companies, like AOL.
Small businesses have the [...]

There are a lot of articles on the internet on how to deal with unhappy customers.  Usually, they involve tactics to help deal with that single problem.  Instead, you should look at unhappy customers as opportunities to improve your business.
Bill Gates talked about it.  He said, “Your most unhappy customers are your greatest source of [...]