Of course, it used to be difficult to listen to customers; as a company, you could not station people everywhere to pick up random comments, and few customers cared enough to write actual letters – positive or negative. Service companies such as airlines could ask employees to collect feedback, but it was overly complicated.
没错，倾听顾客的反馈曾经是件挺困难的差事；一间公司不可能在每一角落都放几个人来收集顾客们随口说出的评论，而且很少顾客会有心思专门给你写封信 —— 无论是褒是贬。像航空公司这样的服务型企业会要求员工收集反馈，但这样的工作也是极度复杂。