In addition, entrepreneurs should not dismiss the value of user-testing as part of customer service. So often a startup will have an idea for a product/service

In addition, entrepreneurs should not dismiss the value of user-testing as part of customer service. So often a startup will have an idea for a product/service and work tirelessly to implement their vision of it without ever taking it out and testing it with users at each step in development. I've learned this lesson myself and it is surprising how often developers misunderstand their users.