From the Flickr Blog, one of the reasons they get such a following (apart from being a wonderful product). An apology for services not rendered and a call for feedback, to help drive the next stages. Being prepared to listen and answer to customers, to be aware of when things go wrong and then recognise them, recognise the customers who are feeling the pain is what so many companies are missing. Formal research works – in certain situations; continously listening and responding to the people who use your product is far better. And having the conversation openly is far better than only providing ‘customer care’ in the form of helplines or email contacts.