There’s a difference between not interjecting yourself as final authority into every discussion, and completely ignoring your fan base. It’s the old cocktail party metaphor. These are your guests, but not your audience. They want to know you’re at the party, an occasional hello, and they want to see that you’re listening and weighing in where it matters. Showing appropriate care to upset customers is important, but don’t just focus on the negative and ignore the positive contributors, or they’ll feel like they don’t matter and won’t come back.
The Stats: We looked at a random sample of over