I recently had the opportunity to speak at a summit meeting for a SaaS firm in the area called Appfolio One of the great questions that came up during the Q&A was this (forgive the paraphrasing): “What is one of the most powerful things you can do to improve your customer experience?” My answer: active listening
I’m a big believer in the power of listening and how it can help you drive excellence. The great thing is that listening gives you insights that often did expect. Not only should you listen to your customers, you should listen to your prospective customers and your competitors customers. Listen, show you are listening and respond – the ultimate customer feedback loop.
And being such a great versatile tool, I apply active listening to process improvement projects as well. Starting off a project by 1:1 interviews with all the stakeholders will go a long way to ensuring engagement and getting great potential solutions.
And lets be honest, it’s a great idea for your personal relationships too. I’m coming up on my 15th wedding anniversary next month and we listen to each other.
How do you use active listening in your life?
Loading ...