Remember when your mum used to tell you “If you don’t have anything good to say, don’t say anything”? It was more than just your mum who preached that. Alot of people are shy to complain, so if you can’t hear customer praise or complaints; think about what they’re saying when you’re not looking.
Social media might make it easier to listen to your customers, but if you’re an SME, it might be hard to find anything (positive or negative). Don’t just sit around. Ask. Speak to your clients. Get objective feedback. Don’t wait till it’s too late.
Understand their opinion & engage them so you can improve & grow (use different words when talking to them).
Silence isn’t golden, it’s a good indication something’s wrong.