Most business people are too busy doing work to make any money. Most business people are too busy doing work to build a business. Most business people are too busy doing work in the business to work on the business. These legs need to be in balance if your business is not to tip over. The most powerful tool for building a business is an organization chart.
All businesses start and finish with the customer.
You must get to know this group better than they know themselves. You must do market research. This is an on going function. Then you do it. You must build this into a system with a questionnaires or suggestion boxes.