"Connecting to customers" is an old way of interacting with customers..the New Buzz word is ...."living with the customers"..
How many of service delivery people visit customers and stay in their offices for certain period of time and experience real time issues.......face to face
Another example for "living with customer"
Airlines collect survey forms from customers and analyse...report customer satisfactions...
Instead if an Airline Director/VP sits in middle seat in a airline...interacts with the customer during the journey...gets loads of feedback and also gets the first hand customer experience.
Can any of the Railway minister or officials travel along with Passengers in 2nd class...will get loads of improvement ideas...
I believe one of the world famous stores (*$#) used to send their general managers to store fronts to learn from them and interact with customers.
Even in ancient days...Kings used to go and live with the public to get the gross root issues; except for a change they would take care not to get recognized.
Many examples....... those did not survive, who neglected front lines, public at gross roots...
" Live with customers".........to survive....
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