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This reminds me of one of the problems we had in the previous company I worked with, a small web-design agency. We could sell a website no problem, but then we failed to keep following the client's activities in order to assist him proactively - without waiting for him to show up at our door - to maintain a relationship with him in order to make him realize "we are there" and finalize subsequent new sales for services and so on.
That's a perfect example of how not to do business, as in the long term you'll face bad surprises.
If you watch your products and services with a customer's eyes and you think any less of "wow" of all the customer experience you'll go through, you know you have room for improvement.

Yes I believe that customer experience is really important to improve one's product and services. You should constantly keep watch and monitor the going-on of your business to see for yourself how your business is working.

Great point about customer experience being so important, even more so now that there is so much noise out there.

The point about jotting notes constantly is critical as well. Real clarity sometimes passes through a very short moment which must be immediately captured.

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