In chapter 10, Customers, of Extreme Agility, Michael Küsters focuses on a special type of customers.
"Disgruntled customers are great customers, because they give you honest feedback."
And I couldn't agree more that, instead of hushing disappointed customers up, it's quite better to make the most of them, because after all, by telling you what’s wrong with your product, they are showing you that they care about it!
