Too much of marketing revolves around what businesses want to say to consumers. But it’s easy to forget this simple truth: just as you respond positively to a “good listener,” so do customers. This begs the question: how easy is it for your customers to let you know what they think? Do you make it easy? Just as importantly, do you see their comments – even their complaints – as the start of a conversation? With the old “mass market” all but gone, opening the channels of direct, one-on-one communication in both directions has never been more important.