In the 'Jump Starting Internal Customer Relationships' podcast Mike said that speaking with customers could lend you credibility with your own team. When debriefing your team you get to say, 'this is what our customers are telling us guys, so what are WE going to do about it?'
That's powerful. There's a subtle transfer of ownership of the problem there. It becomes a shared opportunity.
MY DUMB QUESTION: So can this technique be applied to external customers as is or must it be modified first?