When you’re talking with your best and most trusted friends, there is no need to defend yourself with disclaimers, overly defined examples, or defensible arguments. The conversation just happens. When two friends know each other well, they finish each other’s sentences. Wouldn’t it be great to communicate like that with your customers? To what extent are they delighted or disgusted with your products or services? What did they think of the last product? Did they care about the new Web site, or was it your personal attention to their e-mails that mattered?
