Another important approach is the focus group because it gives the direct voice of customers to the company, and the company has the advantage of asking important questions about the company, what it should do. improve? What do you like most about the company? The same responses can be collected from formal surveys; however, surveys are sometimes not effective due to lack of responses. The direct customer contact approach is important to listen to the experiences and problems that customers have about the company. Complaints are a very important approach to learning from customers and are a key source of information to learn about problems with products and services. And of course, the Internet and social networks are one of the most important sources to listen and find out what customers think about the company and what it should improve. 4. Customer surveys are sometimes very useful but sometimes useless or even destructive. For example, people often take a survey without really thinking about the answers. Do people sometimes mark everything perfect because a salesperson or service manager asked them to do so? People sometimes rate several responses as weak because their specific dissatisfaction has turned into general dissatisfaction. A customer satisfaction survey, if conducted inappropriately or interpreted