They judge you by how you respond to them.

Criticism is free market research.
Complaints are blueprints.
Negative feedback is unpaid consulting.

• That’s why today:
• Amazon treats every bad review like data, not resistance
• Toyota’s success came from the “andon cord,” letting workers stop production if they saw a flaw
• Apple iterates iOS based on the loudest user complaints

Your customers are telling you how to make more money…
if you’re brave enough to read what they say.