Seth Godin interviews Richard Branson about the value of listening for innovation and leadership. You can spare 1min 15 for that, can't you?
Listen - and listen aggressively!
As Branson says, your customers have got more and often bigger brains than you have. And they'll tell you what they want - for free. (Image courtesy)
Watch it here.
BTW American Express, while you're listening... we prefer portable video (ie a code snippet which makes it playable here a la Youtube) not a fixed location we must point at. Just so's you know.