Are you really listening to your customers? Quite often we’re so busy with the day-to-day work around our businesses that we don’t stop to really take in what our customers are actually telling us. More often than not we’re listening with a bias towards our current issues. This is completely natural. However, to be Customer Centric; throw aside your personal thoughts, issues, desires and really listen to what your customer is saying. Be fully focused on their agenda. Questions to ask yourself: What is their life like? What are their challenges? What helps make them succeed? What are they really telling you about your product or service?
You’ll be amazed by the depth of understanding you’ll get. You will more clearly see the value your product or service is bringing to someone. You may even start to see patterns emerge in a particular subset of customers, perhaps even in a whole vertical market space. You may just find that competitive edge you’re looking for. Strangely enough, all you had to do was to listen, well, really listen.
Listening is a key skill for everyone in the organization. It is crucial to make active listening a part of your communication protocol. It should not be limited to just marketing & sales but should spread across other departments such as product and support. There are so many benefits, that listening skills should even be part of your hiring strategy! Because of the benefits of Listening, many smart organizations are actually training employees in listening skills. For all the advanced tools and plethora of ways to communicate these days, sometimes it’s the simple things that matter – just listen.
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About Jeff Rouse
Jeff Rouse specializes in meshing business needs with innovation, sales/marketing, talent identification and technology. In his spare time Jeff invests in tech startups and fondly recalls a past in which he trounced the world of professional poker.