C is for Customers: Don't neglect the frontline

Liam Black

When you're steering a business from the top it is sometimes easy to assume things about your vital customers – what they want and how they will spend their money. Assume nothing and make sure you spend as much time on the frontline as possible.

Liam Black explains hard hitting lessons he learnt when opening up a new social venture in the third extract from his new book The Social Entrepreneur's A to Z.