Staying On Top, Down Under

She went on to say that companies that consistently take the pulse of customers become market leaders. If your customers don't say they love your product, you must ask them why.

A highlight of Thompson's presentation was when she handed out personal profile analyses designed to tell participants which of the four main personality categories they fell into. Such an analysis, she said, can be a useful way to learn about your employees' personalities. This is important, because when you have this information you then know why a person acts as he or she does, and you can deal with this person more intelligently.