Who are your best customers?

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Here's a conversation I often have with marketers:

If you're seeking word of mouth, you should know who your best customers are . . . by name. You should be feeding them previews of new products, asking their opinion of features you're considering, and finding out how they think to build marketing copy. You should get testimonials from them. And you should provide places where can submit their own opinions, and others can see it — ratings and reviews, Facebook pages, community forums, or whatever it takes.

Now, consider this. Some of your best customers are those who had a problem . . . but you reached out and found them and fixed it. There is no one more enthusiastic than a friend who used to hate you.

Are you reaching out like this? @comcastcares is.

Or do you still think about customers by the thousands, and not individually?

What if you could reach out to them individually, but do it efficiently? I ought to write a book about that.