Henrique Aragao discusses how the landscape of customer relationships has changed and how companies can thrive in this new environment. An estimated $136 billion is lost annually to avoidable customer churn. Embracing transparency and customer feedback can increase customer retention rates by 5-25% and make customers more likely to give a second chance after a bad experience. Successful companies now embrace customer voice by developing continuous feedback cycles, using customer insights to guide product decisions, and adding customer content and reviews to their sales processes.