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Opinion: Don’t forget, you’re a customer too

I spend my day dealing with weird aliens we know nothing about. The name of this new alien? The customer. It’s funny to see how people think about customers.  Twice in the past two weeks, I’ve had companies ask me: “Should we set up a forum for our customers to talk on?” In both cases, I’ve asked them: “How many web forums do you participate in regularly?” In both cases, the answer was zero.  Likewise, a group of people asked me about setting up a loyalty program. I asked