MT Special: 'Know your Customer' Week, Part Two

What does it really mean to know your customers? Our panel of experts explain...

by Andrew Saunders
Last Updated: 04 Mar 2011
In the second of our series of video interviews on the topic of Know Your Customer, Grow Your Business, our panel of customer experts and business people debate what it really means to know your customers, and how insights into customer behaviour and into what makes your own business tick often go hand in hand.  

It may sound simple, but one of the best ways of finding out what your customers are saying, is to spend more time listening to them – and to the parts of your organisation which deal with them.

So step one in the Know Your Customer, Grow Your Business agenda: get back to the floor and talk to people. Go on, you might even enjoy it…

For archived videos from this and other series, please visit

Find this article useful?

Get more great articles like this in your inbox every lunchtime

When spying on your staff backfires

As Barclays' recently-scrapped tracking software shows, snooping on your colleagues is never a good idea....

A CEO’s guide to smart decision-making

You spend enough time doing it, but have you ever thought about how you do...

What Tinder can teach you about recruitment

How to make sure top talent swipes right on your business.

An Orwellian nightmare for mice: Pest control in the digital age

Case study: Rentokil’s smart mouse traps use real-time surveillance, transforming the company’s service offer.

Public failure can be the best thing that happens to you

But too often businesses stigmatise it.

Andrew Strauss: Leadership lessons from an international cricket captain

"It's more important to make the decision right than make the right decision."