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Step Three: Listen to Your Customers
Westergren routinely seeks input from his users. On a typical day, he has a backlog of about 1,200 emails from customers that he or his staff will answer personally within a week. And 15 times a year, the CEO organizes Town Hall meetings with Pandora users across the country. At these events, which draw up to 300 attendees, Westergren speaks freely about everything from his company's finances to the legal minutiae of Internet copyright law. Think of it as a customer pep rally.