This is a bit of a different post on the Bootstrappers blog, but we did an interview with "The Startup Blog" at https://medium.com/swlh/how-10-startups-actually-use-customer-feedback-to-reduce-churn-6421c36d614a on ways a few startups are leveraging customer feedback.
We all want to keep our hard-won customers - listening to them and building the ability to escalate information they give anyone in the company is just one of the many ways we can do this. So check out the post and let us know if we can help on this journey!