We have expanded the definition of listening to go beyond words and speech or writing to include actions and observation. As we all know, actions speak louder than words. And this is especially true in the digital world, where activities within a site or app are tracked to discover what people are doing. We use that information to determine customer motivations and the best way to connect with them.
This is why conversations need to be redefined so that a conversation is really an interaction between two people or entities that build a relationship. It could be through an online app, social media engagement, a focus group, survey, purchase activity, or a support center call. This also means that listening should include observing.
Often, our customer’s communication comes through metrics and results. That’s why we should approach them with curiosity – it’s a way for us to listen.
Sometimes in business, we get so focused on the bottom line, or we want to prove that we were right that we often miss what our customers are really telling us in the data.
We overlook trends that may not fit our narratives or contradict our understanding of our customers. We may dismiss outlier data as a fluke because it doesn’t support the main story that we or our managers want to see. But in doing this, we miss key insights that lead us to customer experience nirvana, emotional engagement that happens through employees feeling empathy and compassion for customers.
We help you define the problem. After listening to customers, employees, the data, and the situation, we assess the situation. We identify symptoms and determine the root issue. Once we discover that, we identify solutions to solve the problem. Keep in mind that it is easy to identify a symptom; it is hard to discover the root cause of what's happening around you. This is far from trival work.
Determine possible solutions to your problem. We'll identify multiple solutions to solve your problem and outlne the benefits and challenges of each. We'll discuss all the options and brainstorm new ones so you and your team can decide what is best for your organization. You make the right choice for you.
Once we take action, we start listening and observing results and start the process again. We will monitor what is happening to discover new problems and determine if new symptomss appear. We will then continue work to improve results. Our goal is to ensure incremental progress and improvements.
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